The Strategy & Consulting Global Network SONG Practice | Google CCAI

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

Explore an Exciting Career at Accenture  

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest? 

Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting’s Customer, Sales & Service practice. 

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. 

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 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 like Vertex AI, Google Gemini, Decibel, Generators, Generative Fallback, Playbooks, LLM based topic modelling, LLM Agent Assist. 

• Drive design thinking innovative workshops with the clients using design principles and help shape their Gen AI implementation strategy thinking about the business value proposition and customer experience. 

• 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 using 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. 

• A strong and well-established record of accomplishment in designing and delivering Google CES 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 understanding of CES Framework and integration with internal and external components.  

• 5+ years of experience in working with Google CES solutions – creating virtual agents using Dialog flow, 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 CES 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 

• Ability to work effectively in a remote, inclusive, virtual, global environment 

What’s in it for you? 

• An opportunity to work on transformative projects with key G2000 clients 

You will also have opportunities to hone your functional skills and expertise in an area of specialization.  We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career. 

Visit us at www.accenture.com 

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.