Additional Information:

- Opportunity to work on innovative projects. 

- Career growth and leadership exposure.

• 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 CCAI 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

Job Summary:

This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions.

Roles & Responsibilities:

Provide strategic advisory services, conduct market research, and develop data-driven recommendations to enhance business performance.

Professional & Technical Skills:

- Relevant experience in the required domain. 

- Strong analytical, problem-solving, and communication skills. 

- Ability to work in a fast-paced, dynamic environment.

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 CCAI suite of contact center products such as Dialogflow CX, Agent Assist, Insights CX 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  and client team on CCaaS (Contact Center as a Service) migration

• Deliver using agile delivery process, continuous improvement and continuous development

• Work with other  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.

Bring your best skills forward to excel at the role:

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