Strategy & Consulting - Global Network - SONG - Service - Google Contact Center AI Manager/Senior Manager

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Requirements

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- 9+ years of experience in working with Google CCAI solutions – creating virtual agents using Dialogflow, generating meaningful analytics using Insights, designing and implementing customer experience solutions projects (any industry).
- Passion for building leading class Google contact center solutions for clients
- Having thorough understanding of end to end Google contact center transformation
- Thorough understanding of CX & contact center architecture and project experience with Google CCAI solution is a must
- Experience on working with other Conversational AI (like Amazon Lex, IBM Watson, Microsoft PVA, Nuance, Khoros, etc.) and CCaaS platforms (Genesys, Amazon Connect, Avaya, Cisco, Sprinklr, etc.) is good to have
- Experience of building Gen AI based use-cases and solutions that work across industries and markets
- Story boarding, creating differentiated solution as per client needs and compelling story telling is a must
- Ability to work with ambiguity and exploratory mindset is a must
- Strong Analytical skills, excellent written and oral communication skills
- Experience working in a large, complex global team environment
- Excellent verbal and written communication skills, with the ability to present at the Board and C-level
- Strong project management, facilitation, and organization skills
- High on impact and influence
- Performance/Status reporting to steering committee
- Problem Solving and Conflict Management
- Ability to work effectively in a remote, inclusive, virtual, global environment
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