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Customer Platform – CCAI Consultant_Executive

Customer Platform – CCAI Consultant_Executive

Accenture in the PhilippinesSan Fernando, Pampanga, Philippines
3 days ago
Job description

Overview

Customer Platform – CCAI Consultant_Executive at Accenture in the Philippines. Join to apply for the Customer Platform – CCAI Consultant_Executive role at Accenture in the Philippines.

Responsibilities

  • Provide CX solutions with the Google CCAI suite of contact center products such as Dialogflow CX, Agent Assist, Insights CX and CCAI Platform (Ujet.cx).
  • Co-Lead the Google Contact Center Offering and leverage previous experience of building the practice from scratch (attracting top talent and increasing demand to deliver high impact Google contact center projects).
  • Lead and drive design thinking workshops with clients using design principles to reshape thinking about customer experience 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 clients to achieve leading CX capabilities.
  • Formulate CX target operating model and detail operating model components such as strategic sourcing, agent performance management, CX performance, innovation management, CX management, and contact center technology support aligned to the vision.
  • Understand business requirements while keeping customer experience at the heart of CX design.
  • Anticipate questions from cross-functional client teams (CX operations, IT, Contact Center operations, digital, analytics, lines of business) and respond effectively.
  • Work with technical Google teams to translate user requirements into the final product.
  • Collaborate with Accenture and client teams on CCaaS migration, guiding legacy solution clients through the journey to new solutions.
  • Lead and deliver an agile delivery process with continuous improvement and development.
  • Coordinate with other Accenture teams to present differentiated CX management solutions for large clients (RFI and RFP processes).
  • Participate in pre-sales activities including responses to RFPs, proofs of concept, and client presentations, as well as effort and cost estimation.
  • Contribute to practice-wide initiatives including creating points of view, reusable assets in the contact center space, and industry research / trends.

Your qualifications

  • A strong and well-established record of accomplishment in designing and delivering Google CCAI solutions and platform.
  • Experience working with business stakeholders across multiple geographic areas with different priorities and requirements.
  • Ability to work in high-paced, complex projects and understand industry-specific customer service processes and needs.
  • Strong skill in managing stakeholder expectations and resolving issues and risks for project success.
  • Thorough understanding of the CCAI framework and integration with internal and external components.
  • Experience with Google CCAI solutions and related technologies, and familiarity with other Conversational AI and CCaaS platforms is a plus.
  • Storyboarding, differentiating solutions per client needs, and compelling storytelling.
  • Ability to work with ambiguity and an exploratory mindset; strong analytical, written and verbal communication skills.
  • Experience in a large, global team environment and ability to present to senior stakeholders.
  • Strong project management, facilitation, and organizational skills; high impact and influence; ability to report status to steering committees; problem solving and conflict management.
  • Ability to work effectively in a remote, inclusive, virtual, global environment.

    • What’s in it for you?

  • Opportunity to work on transformative projects with key global clients.
  • Potential to co-create with leaders in strategy and industry experts to shape innovative solutions leveraging emerging technologies.
  • Culture that emphasizes responsible business practices and collaboration across the organization.
  • Personalized training modules to develop strategy and consulting skills, industry knowledge, and capabilities.
  • Open to cross-country relocation.

    • About Accenture

    Accenture is a leading global professional services company providing strategy, consulting, digital, technology and operations services across more than 40 industries. With a large delivery network and 569,000 people in more than 120 countries, Accenture helps clients improve performance and create sustainable value. Visit for more information.

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    Customer • San Fernando, Pampanga, Philippines