Google Cloud Contact Center AI (CCAI) Business & Functional Specialist

Are you ready to step up to the New and take your technology expertise to the next level?

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate , and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture and make delivering innovative work part of your extraordinary career.

You Are

As part of our Google Cloud Platform practice, you will lead technology innovation for our clients through robust delivery of world-class solutions. There will never be a typical day, and that’s why people love it here. The opportunities to make a difference within exciting client initiatives are unlimited in the ever-changing technology landscape. You will be part of a growing network of technology experts who are highly collaborative, taking on today’s biggest, most complex business challenges. We will nurture your talent in an inclusive culture that values diversity. Come grow your career in technology at Accenture!

The Work

The Business and Functional Specialist – Google CCAI is responsible for leading the design, implementation, and optimization of Google Contact Center AI solutions for our clients. In this role, you will play a critical part in shaping, implementing, and supporting clients' contact center transformations, ensuring improved efficiency, customer satisfaction, and operational excellence.

Key Responsibilities may include:

+ Business Requirements Gathering & Analysis: Elicit, analyze, and document business requirements from clients, translating them into functional specifications for Google CCAI implementations.

+ Solution Design & Implementation: Design and implement Google CCAI solutions, including IVR, agent assist, chatbots, and other relevant features, aligned with client business goals and technical requirements.

+ Process Improvement & Re-engineering: Identify opportunities for process improvement within client contact centers, leveraging Google CCAI to optimize workflows and enhance operational efficiency.

+ Project Management: Manage project timelines, budgets, and resources, ensuring projects are delivered on time and within budget, utilizing Agile and Waterfall methodologies.

+ Stakeholder Management: Effectively communicate with clients, internal teams, and other stakeholders, managing expectations and ensuring alignment on project goals and deliverables.

+ Testing & Quality Assurance: Develop and execute comprehensive testing plans, ensuring the quality and performance of Google CCAI solutions before deployment.

+ Training & Support: Provide training and ongoing support to clients on the use and maintenance of Google CCAI solutions.

+ Data Analysis & Reporting: Analyze contact center data to identify trends, measure performance, and provide insights to clients on the effectiveness of Google CCAI implementations.

+ Integration with Existing Systems: Integrate Google CCAI with existing CRM systems (Salesforce, etc., experience with Google Workspace is a plus) and other enterprise applications via APIs.

Travel may be required for this role. The amount of travel will vary from 0 to 100% depending on business need and client requirements.

Here's what you need

+ Minimum 5 years of experience in contact center operations, including experience with ACD, IVR, CRM systems, workforce management, quality assurance, and contact center metrics & reporting.

+ Minimum 2 years of experience with cloud computing (Google Cloud Platform preferred), data analysis & interpretation, SQL or other database querying, and API integration & understanding.

+ Minimum 2 years of experience with project management methodologies (Agile, Waterfall)

+ Minimum 3 years of experience in business process improvement/re-engineering and business requirements gathering.

+ Minimum 5 years of experience in problem-solving and analytical skills and at least 3 years of experience in presenting complex information to both technical and non-technical audiences.

+ Minimum 1 year of experience with the Google Contact Center AI platform (highly desirable, less experience acceptable with strong transferable skills).

+ Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience)

Bonus Points if you have

+ Google Cloud certifications (relevant certifications are a plus)

+ Experience with Dialogflow/Natural Language Understanding (NLU) and Machine Learning basics is also highly desirable.

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New York or Washington as set forth below.We accept applications on an on-going basis and there is no fixed deadline to apply.

Information on benefits is here. (https://www.accenture.com/us-en/careers/local/total-rewards)

Role Location Annual Salary Range

California $63,800 to $196,000

Colorado $63,800 to $169,300

District of Columbia $68,000 to $180,300

Illinois $59,100 to $169,300

Minnesota $63,800 to $169,300

Maryland $59,100 to $156,800

New York $59,100 to $196,000

Washington $68,000 to $180,300

What We Believe

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce)

Equal Employment Opportunity Statement

Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.

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.

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

For details, view a copy of the Accenture Equal Employment Opportunity and Affirmative Action Policy Statement (https://www.accenture.com/content/dam/accenture/final/accenture-com/docu...) .

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email (https://www.accenture.com/us-en/about/contact-us) or speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

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

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.