Customer Platform – CCAI Consultant_Executive

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

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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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