Job Title - GN - SONG - Service - Google CCAI - 11

Management Level: 11-Analyst

Location: Pune, PDC3B

Must-have skills: Google Cloud Dialogflow

Good to have skills: Ability to leverage design thinking, business process optimization, and stakeholder management skills.

Job Summary:

This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions.

Roles & Responsibilities:

Provide strategic advisory services, conduct market research, and develop data-driven recommendations to enhance business performance.

Professional & Technical Skills:

- Relevant experience in the required domain. 

- Strong analytical, problem-solving, and communication skills. 

- Ability to work in a fast-paced, dynamic environment.

Additional Information:

- Opportunity to work on innovative projects. 

- Career growth and leadership exposure.

You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you will drive the following:

• Ability to provide CX solution with Google CCAI suite of contact center products such as Dialogflow CX, Agent Assist, Insights CX and CCAI Platform (Ujet.cx)
• Drive design thinking innovative workshops with the clients using design principles and reshape their thinking about customer experience especially 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 the clients to achieve leading class CX capabilities
• Ability to understand business requirements still putting customer experience at the heart of CX design
• Ability to think and pre-empt scenarios and questions from cross functional client team (from CX operations, IT, Contact Center operations, digital, analytics, line of business etc)
• Work with technical Google team/developers to convert user requirements into final product
• Work with Accenture and client team on CCaaS (Contact Center as a Service) migration
• Deliver agile delivery process, continuous improvement and continuous development
• Work with other Accenture teams to put forward differentiated CX management solutions for large clients (RFI and RFP process)
• Participate in pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort, and cost estimation process, etc.

• Participate in practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends, and bringing in innovative solutions, etc.

Bring your best skills forward to excel at the role:

• A strong and well-established record of accomplishment in designing and delivering Google CCAI solutions and platform
• Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements
• Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations, and functional needs
• Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project
• Thorough understanding of CCAI Framework and integration with internal and external components.

What’s in it for you?

• An opportunity to work on transformative projects with key G2000 clients
• Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
• Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
• Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities
• Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

About Our Company | Accenture

Experience: 3 to 5 Years

Educational Qualification: BE Btec

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.