Contact Center AI Solution Consultant

The SONG Practice \| Google Specialist

I

Service Google CCAI, Solution and Platform Design

Analyst / Consultant

Years of Exp: 5

• + years
• Explore an Exciting Career at Accenture
• Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges?
• Do you want to design, build and implement strategies to enhance business performance?
• Does working in an inclusive and collaborative environment spark your interest?
• Then, this is the right place for you!
• Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting’s Customer, Sales & Service practice.
• The SONG practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales and services functions.
• As part of the team, you will work on transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care.
• These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.
• 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 knowledge/experience on Google Gen AI product suite like Vertex AI, Google Gemini, Decibel, Generators, Generative Fallback, Playbooks, LLM based topic modelling, LLM Agent Assist.
• Drive design thinking innovative workshops with the clients using design principles and help shape their Gen AI implementation strategy thinking about the business value proposition and customer experience.
• 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 Accenture and client team on CCaaS (Contact Center as a Service) migration
• Deliver using agile delivery process, continuous improvement and continuous development
• Work with other Accenture 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 understanding of CCAI Framework and integration with internal and external components.
• Read about us.
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Responsibilities

• Operate and support Network Security services on a day-to-day basis, including Network Detection and Response using Darktrace, DDoS protection using Arbor, firewall policy analysis and change validation using AlgoSec, malware analysis and threat detection using FortiSandbox, and Web Application Firewall operations using F5 WAF. Perform monitoring, alert analysis, and investigation of network and application-layer security events, supporting incident detection, containment, and resolution. Administer and operate network security devices and platforms, ensuring secure configuration, availability, and performance across on-premises and cloud environments. Support patching, upgrades, and signature updates for network security solutions in accordance with approved processes. Identify operational gaps and improvement opportunities and contribute to continuous improvement initiatives. Support troubleshooting of network and security issues, including traffic analysis and packet capture when required. Maintain operational documentation, support audits and reporting activities, and escalate complex issues as needed.
• Your experience counts!
• 5+ years of experience in working with Google CCAI solutions – creating virtual agents using Dialogflow, generating meaningful analytics using Insights, designing and implementing customer experience solutions projects (any industry).
• Passion for building leading class Google contact center solutions for clients
• Having thorough understanding of end to end Google contact center transformation
• Thorough understanding of CX & contact center architecture and project experience with Google CCAI solution is a must
• Experience on working with other Conversational AI (like Amazon Lex, IBM Watson, Microsoft PVA, Nuance, Khoros, etc.) and CCaaS platforms (Genesys, Amazon Connect, Avaya, Cisco, Sprinklr, etc.) is good to have
• Experience of building Gen AI based use-cases and solutions that work across industries and markets
• Story boarding, creating differentiated solution as per client needs and compelling story telling is a must
• Ability to work with ambiguity and exploratory mindset is a must
• Strong Analytical skills, excellent written and oral communication skills
• Experience working in a large, complex global team environment
• Excellent verbal and written communication skills, with the ability to present at the Board and C-level
• Ability to work effectively in a remote, inclusive, virtual, global environment
• What’s in it for you?
• An opportunity to work on transformative projects with key G2000 clients
• Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
• Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
• Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities
• Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

About Accenture

About Accenture Strategy & Consulting

Qualifications

F5 Experience