Google Contact Center AI

You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you will drive the following:

• Ability to provide CX solution with Google CCAI suite of contact center products such as Dialogflow CX, Agent Assist, Insights CX and CCAI Platform (Ujet.cx)
• Drive design thinking innovative workshops with the clients using design principles and reshape their thinking about customer experience especially in the contact center / customer care domain
• Perform CX management capability assessment and identify foundational, evolving and advanced capabilities, co-create the roadmap path with the clients to achieve leading class CX capabilities
• Ability to understand business requirements still putting customer experience at the heart of CX design
• Ability to think and pre-empt scenarios and questions from cross functional client team (from CX operations, IT, Contact Center operations, digital, analytics, line of business etc)
• Work with technical Google team/developers to convert user requirements into final product
• Work with internal team and client team on CCaaS (Contact Center as a Service) migration
• Deliver agile delivery process, continuous improvement and continuous development
• Work with other teams to put forward differentiated CX management solutions for large clients (RFI and RFP process)

• Participate in pre-sales activities

  including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort, and cost estimation process, etc.

• Participate in practice-specific initiatives

  including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends, and bringing in innovative solutions, etc.

Bring your best skills forward to excel at the role:

• A strong and well-established record of accomplishment in designing and delivering

  Google CCAI solutions and platform

• Experience of working

  with business stakeholders across multiple geographic areas, with different priorities and requirements

• Ability to work

  in high-paced and complex projects and understand industry-specific customer service processes, operations, and functional needs

• Thorough skills

  to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project

• Thorough understanding

  of CCAI Framework and integration with internal and external components.