Gemini Enterprise for CX Specialist

About the role

We Are Accenture is a premier Google Cloud partner helping organizations modernize data ecosystems, build real-time analytics capabilities, and responsibly scale AI. As part of Accenture Cloud First and the Accenture Google Business Group (AGBG), we deliver solutions leveraging Gemini Enterprise for Customer Experience (GECX) - including Voice AI, BigQuery, Looker, Vertex AI, Gemini Foundation Models, and Gemini Enterprise.

What you'll do

• Develop and implement Google GECX that aligns with the company's architecture and business goals
• Stay abreast of industry trends, emerging technologies, and competitive dynamics to inform transformation strategies
• Identify and leverage new opportunities to drive growth and enhance the value proposition of our GECX solutions
• Work in a highly client-facing role to develop and deploy end-to-end delivery lifecycle of complex, global and large-scale Service technology solutions for customer channel solutions
• Architect and provide technical recommendations and analysis between GECX product offerings and client's environments
• Design and engineer enterprise-ready AI agents encompassing retrieval, orchestration, policy-based routing, tool invocation, evaluation harnesses, and lifecycle observability
• Design, configure and implement GECX CCaaS solutions in client environments and integrate them within client's end-to-end architecture, requirements and technological constraints
• Work with software and technology partners to design and deliver Service-focused solutions
• Plan and estimate delivery work with an Agile approach, focusing on project milestones, resource planning (both on-shore and off-shore), scope, budget, risk identification and mitigation planning
• Manage day-to-day on-shore and off-shore project teams during the project lifecycle
• Manage the project ideation, gathering the high-level business requirements, defining the detailed requirements and process into epics and stories
• Travel may be required for this role. The amount of travel will vary from 0 to 100% depending on business need and client requirements

Requirements

• Minimum of 3 years of experience in technology transformation, with a focus on Conversational AI, CCaaS or cloud-based contact center solutions
• Minimum of 3 years of experience with Contact Center technologies and industry best practices, including AI Agent building, CCaaS strategy, migration and implementation on a variety of platforms such as AWS, Google, Genesys, Avaya, NICE etc.
• Minimum of 3 years of experience in aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard etc.
• Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate's Degree, must have minimum 6 years work experience)

Preferred qualifications

• Minimum of 1 years of experience with Google Cloud technologies
• Minimum 3 years of experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms
• Hands-on experience, solutioning and implementing Gemini Enterprise Customer Experience (GECX), including Google CX Agent Studio or CCaaS
• Strong understanding how Generative AI is reshaping this industry
• Experience in a consulting environment with demonstrated record of continuing responsibilities, creativity, and innovation in a complex global scale program (e.g., multi-country, language, brand, etc.)