S&C GN Song Practice | Google CCAI Specialist

S&C GN Song Practice | Google CCAI Specialist

Join to apply for the S&C GN Song Practice | Google CCAI Specialist role at Accenture Southeast Asia

Overview

Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change. 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.

Responsibilities

• Provide CX solutions with Google CES / Customer Engagement Suite of contact center products such as Conversational Agents, Agent Assist, Conversational Insights and knowledge / experience on Google Gen AI product suite (Vertex AI, Google Gemini, Decibel, Generators, Generative Fallback, Playbooks, LLM based topic modelling, LLM Agent Assist).
• Drive design thinking workshops with clients to shape Gen AI implementation strategy, value proposition and customer experience.
• Perform CX management capability assessments and identify foundational, evolving and advanced capabilities; co-create roadmap paths with clients.
• Understand business requirements while keeping customer experience at the heart of CX design.
• Anticipate cross-functional questions from CX operations, IT, contact center operations, digital, analytics, and lines of business.
• Collaborate with technical Google teams to translate user requirements into the final product.
• Work with Accenture and client teams on CCaaS migration.
• Deliver using agile delivery processes, including continuous improvement and development.
• Partner with other Accenture teams to propose differentiated CX management solutions for large clients (RFI and RFP processes).
• Participate in pre-sales activities including responses to RFPs, proofs of concept, presentations, solution demonstrations, effort and cost estimation.
• Contribute to practice initiatives such as creating reusable assets, industry research analyses, and innovative solutions in the contact center space.

Bring your best skills

Qualifications

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Location : Kuala Lumpur, Malaysia

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