S&C GN Song Practice | Google CCAI Analyst – Accenture Malaysia
Accenture Malaysia
Technology-Software
Role Summary
This role involves working within the SONG consulting team to address customer-facing challenges in sales, service, and marketing by designing and implementing strategies that enhance business performance. The position includes collaborating with clients to provide customer experience solutions using Google Customer Engagement Suite products and participating in design thinking workshops, capability assessments, and agile delivery processes.
Job Description
This role involves working as part of the SONG consulting team that addresses customer-facing challenges across sales, service, and marketing to drive business transformation. The position focuses on designing, building, and implementing strategies for enhancing business performance in alignment with Accenture Strategy & Consulting's Customer, Sales & Service practice. The role requires collaboration with clients to provide customer experience (CX) solutions using Google Customer Engagement Suite products and involves driving design thinking workshops, CX management capability assessments, and agile delivery processes. It also includes participation in pre-sales activities and practice-specific initiatives to promote innovative customer experience management.
Job Requirements
Strong and well-established record in designing and delivering Google Customer Engagement Suite (CES) solutions and platform.
Experience working with business stakeholders across multiple geographic areas with varying priorities and requirements.
Ability to work in high-paced and complex projects understanding industry-specific customer service processes, operations, and functional needs.
Thorough understanding of the CES Framework and its integration with internal and external components.
Capability to provide CX solutions with Google CES/contact center products such as Conversational Agents, Agent Assist, Conversational Insights, and Google Gen AI product suite including Vertex AI, Google Gemini, Decibel, Generators, Generative Fallback, Playbooks, LLM-based topic modelling, and LLM Agent Assist.
Experience in conducting design thinking workshops and shaping Gen AI implementation strategies focused on business value and customer experience.
Ability to perform CX management capability assessments and co-create roadmaps to achieve leading-class CX capabilities.
Strong skills in understanding business requirements while prioritizing customer experience in CX design.
Responsive to cross-functional client team needs across CX operations, IT, Contact Center operations, digital, analytics, and line of business.
Experience working with technical Google teams and developers to translate user requirements into final products.
Experience with Contact Center as a Service (CCaaS) migration projects.
Ability to deliver using agile delivery processes, continuous improvement, and continuous development.
Experience in participating in pre-sales activities, including RFP response, proofs of concept, presentations, demonstrations, and cost estimation.
Involvement in practice-specific initiatives like creating points of view, reusable assets, analysis of industry research and market trends, and innovative solutions related to contact center space.
Quick Info
Company
Accenture Malaysia
Location
Kuala Lumpur
Salary
Undisclosed
Skills Required
8 skills
Click to submit your application
Required Skills
Customer Experience (CX) Management
Google Customer Engagement Suite (CES)
Generative AI And Google Gen AI Products
Design Thinking
Business Strategy Implementation
Agile Delivery
Consulting And Client Collaboration
Pre-Sales And Proposal Development
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