Google Contact Center AI Manager / Senior Manager

About the role

Accenture's Strategy & Consulting - Global Network - SONG practice, aligned to Accenture Song, is looking for a Google Contact Center AI Manager/Senior Manager in Mexico City. The role provides transformation services for clients' marketing, commerce/sales and services functions, using offerings such as Living Marketing, Connected Commerce and Next-Generation Customer Care. You will co-lead the Google Contact Center offering and work closely with clients as consulting professionals.

Key responsibilities

• Provide CX solutions with the Google CCAI suite (Dialogflow CX, Agent Assist, Insights CX) and knowledge of Gen AI products (Vertex AI, Google Gemini, Generative Fallback, Playbooks, LLM-based topic modelling and Agent Assist).
• Co-lead the Google Contact Center offering, building on the experience of growing the practice from scratch.
• Run design-thinking workshops with clients to shape their Gen AI implementation strategy and business value proposition.
• Assess CX capabilities, co-create a roadmap and define a target operating model covering sourcing, agent performance, CX performance, innovation management, business intelligence and contact center technology support.
• Translate client requirements into product specifications with technical Google teams, and support CCaaS migration and legacy solution transitions.
• Lead agile delivery, continuous improvement and pre-sales activities such as RFP responses, proofs of concept, presentations and cost estimation.
• Contribute to practice initiatives such as points of view, reusable assets and industry research.

Required profile

• Bachelor's degree; MBA from a tier 1 institute highly desirable.
• 9+ years of experience designing and delivering Google CCAI solutions and contact center transformation projects.
• Experience with conversational AI platforms (Amazon Lex, IBM Watson, Microsoft PVA, Nuance, Khoros) and CCaaS platforms (Genesys, Amazon Connect, Avaya, Cisco, Sprinklr) is good to have.
• Ability to work in a large, complex global team and in a remote, virtual environment; travel may be required.

Required skills

• Thorough understanding of the CCAI framework, CX and contact center architecture, and end-to-end contact center transformation.
• Strong analytical, storytelling and presentation skills, able to present to board and C-level executives.
• Project management, facilitation, stakeholder management and problem-solving.