S&C GN Song Practice | Google CCAI Specialist – Accenture Malaysia
Accenture Malaysia
Technology-Software
Role Summary
This role is for a Google CCAI Specialist within the SONG practice team, focusing on improving customer experience and business performance using Google Customer Engagement Suite products and Gen AI technologies. The specialist will collaborate with clients and internal teams to drive innovation and transformation in sales, service, and marketing functions through consulting and technical engagement.
Job Description
This role is within the SONG practice team, working as a Google CCAI Specialist to address customer-facing challenges across sales, service, and marketing functions. The position involves designing, building, and implementing strategies to enhance business performance and customer experience using Google Customer Engagement Suite products and Gen AI technologies. The specialist collaborates with clients and internal teams to drive transformation, innovation, and customer experience improvements through hands-on consulting and technical engagement.
Job Requirements
Ability to provide customer experience solutions using Google CES contact center products and Google Gen AI product suite.
Capability to conduct design thinking workshops and shape Gen AI implementation strategies focused on business value and customer experience.
Skill in performing customer experience management capability assessments and co-creating roadmaps for advanced CX capabilities.
Understanding of business requirements with a focus on customer experience in CX design.
Ability to anticipate scenarios and questions from diverse client teams across functional areas.
Experience working with technical Google teams and developers to translate user requirements into final products.
Experience collaborating with Accenture and client teams on Contact Center as a Service migration.
Proficiency in agile delivery processes, continuous improvement, and development.
Ability to contribute to differentiated CX management solutions for large clients including RFI and RFP processes.
Participation in pre-sales activities such as creating proposals, proofs of concept, presentations, and estimates.
Engagement in practice initiatives including creating reusable assets, industry research analysis, and innovative solution development.
Proven track record in designing and delivering Google CES solutions and platforms.
Experience working with business stakeholders across multiple regions with varied priorities and requirements.
Ability to manage high-paced, complex projects and understand industry-specific customer service processes and operational needs.
Thorough understanding of the CES Framework and its integrations.
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
Design Thinking
Google Customer Engagement Suite (CES)
Generative AI Technologies
Agile Delivery
Stakeholder Management
Contact Center As A Service (Ccaas)
Pre-Sales And Proposal Development
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