Strategy & consulting - integral network - song - service - google contact center ai manager/senior manager at accenture méxico
we are looking for a google contact center ai manager/senior manager to lead consulting projects that design, build, and implement innovative customer experience solutions using the google ccai suite and emerging gen-ai technologies. The role requires partnering with clients across various industries to deliver high-impact contact center transformations and drive sustainable business outcomes.
key responsibilities
provide cx solutions with google ccai products such as dialogflow cx, agent assist, insights cx, and knowledge of the google gen ai product suite (vertex ai, google gemini, decibel, generators, generative fallback, playbooks, llm-based topic modelling, llm agent assist).
co-lead the google contact center offering, leveraging experience building the practice from scratch and attracting top talent.
lead design-thinking workshops with clients, shaping gen-ai implementation strategies focused on business value and customer experience.
perform cx management capability assessments, co-create roadmaps, and formulate cx target operating models covering sourcing, agent performance, innovation management, business intelligence, and technology support.
translate business requirements into cx design, pre-empt scenarios, and collaborate with technical google teams to deliver final product.
drive contact center as a service (ccaas) migration, guide legacy solution clients, and lead agile delivery processes with continuous improvement.
collaborate with other accenture teams on differentiated cx solutions for large clients, including rfi and rfp processes.
participate in pre-sales activities: responding to rfps, creating proofs of concept, preparing presentations, and estimating effort and cost.
contribute to practice-specific initiatives: developing points of view, reusable assets, and industry research analyses.
qualifications
bachelor's degree completed.
mba from a tier-1 institute highly desirable.
availability to travel if required.
proficiency in english.
required experience and skills
9+ years of experience designing and delivering google ccai solutions, including virtual agent creation and analytics.
deep understanding of end-to-end google contact center transformation.
experience with cx architecture and project implementation with google ccai solution.
experience with other conversational ai platforms (amazon lex, ibm watson, microsoft pva, nuance, khoros) and ccaas solutions (genesys, amazon connect, avaya, cisco, sprinklr).
proven record of building gen-ai use-cases across industries.
strong storytelling, differentiation, and communication skills suitable for board and c-level presentations.
ability to work in ambiguous, exploratory environments and deliver results in complex global teams.
excellent project management, facilitation, and organizational skills.
high impact focus, influence, and performance reporting to steering committees.
additional information
seniority level: mid-senior level
employment type: full-time
job functions: strategy/planning and consulting within business consulting and services
#j-*-ljbffr