Job Description

Job Description

Job Title

Google CCAI + Manager / Senior Manager + I&P GN SONG

Management Level

Manager / Senior Manager

Location

Delhi / Gurgaon / Mumbai / Bangalore / Chennai / Pune / Hyderabad

Must Have Skills

Google Cloud Contact Center AI; Dialogflow CX; Agent Assist; Insights CX; CCAI Platform; CX Solution and Platform Design; Contact Center Transformation

Good To Have Skills

Amazon Lex; IBM Watson; Microsoft PVA; Nuance; Khoros; Genesys; Amazon Connect; Avaya; Cisco; Sprinklr

Job Summary

As a Google CCAI Manager or Senior Manager within the SONG practice, you will lead customer experience and contact center transformation initiatives using the Google CCAI suite. You will shape solutions, operating models, migrations, pre-sales activities, practice development, and client delivery across sales, service, and marketing.

Roles & Responsibilities

Provide customer experience solutions using Google CCAI products including Dialogflow CX, Agent Assist, Insights CX, and the CCAI Platform.
Lead or support design-thinking workshops that reshape client thinking about customer experience in contact center and customer care environments.
Assess customer experience management capabilities, identify capability maturity, and co-create transformation roadmaps.
Understand business requirements while keeping customer experience central to solution design.
Work with Google technical teams and developers to translate user requirements into final solutions.
Support CCaaS migration from legacy contact center solutions to new platforms.
Deliver agile processes, continuous improvement, and continuous development.
Support RFI and RFP activities, proofs of concept, client presentations, demonstrations, effort estimation, cost estimation, and reusable practice assets.
Co-lead the Google Contact Center offering, support practice growth, attract talent, and generate demand for Google contact center projects.
Formulate target operating models covering sourcing, agent performance, CX performance, innovation, business intelligence, and technology support.

Professional & Technical Skills

Strong experience designing and delivering Google CCAI solutions and platforms.
Understanding of the CCAI framework and integration with internal and external components.
Experience working with business stakeholders across geographies with different priorities and requirements.
Ability to work in high-paced, complex projects and understand industry-specific customer service processes, operations, and functional needs.
Stakeholder-management skills, including issue and risk resolution.
Understanding of end-to-end Google contact center transformation, customer experience architecture, and contact center architecture.
Strong analytical, written, oral communication, facilitation, organization, and problem-solving skills.
Ability to present to Board and C-level stakeholders and provide performance or status reporting to steering committees.
Strong project management, impact, influence, and conflict-management capability.

Additional Information

The role requires 13+ years of experience working with Google CCAI solutions.
The position covers Manager and Senior Manager levels.
Locations include Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, and Hyderabad.

About Our Company | Accenture