S&C GN Song Practice | Google CCAI Specialist – Accenture Malaysia

The Google CCAI Specialist is responsible for addressing customer-facing challenges across sales, service, and marketing functions. This role involves collaborating with clients and internal teams to drive transformation and enhance customer experience using Google Customer Engagement Suite products and Gen AI technologies.

In this role, you will work within the SONG practice team, focusing on designing, building, and implementing strategies to improve business performance. You will engage in hands-on consulting and technical engagement to deliver innovative solutions.

Key Responsibilities:

• Design customer experience solutions using Google CES contact center products and Google Gen AI product suite.
• Conduct design thinking workshops to shape Gen AI implementation strategies focused on business value.
• Perform customer experience management capability assessments and co-create roadmaps for advanced CX capabilities.
• Understand business requirements with a focus on customer experience in CX design.
• Anticipate scenarios and questions from diverse client teams across functional areas.
• Collaborate with technical Google teams and developers to translate user requirements into final products.
• Work with Accenture and client teams on Contact Center as a Service migration.