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Service - Google CCAI - Analyst-Consultant- Senior Manager

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Experience: 3-20 years
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Pan-India

Capabilities

  • You should have expertise in working with Google CCAI solutions – creating virtual agents using Dialogflow, generating meaningful analytics using Insights, designing and implementing customer experience solutions projects (any industry)
  • Passion for building leading-class Google contact center solutions for clients
  • Having a thorough understanding of end-to-end Google contact center transformation
  • A thorough understanding of CX & contact center architecture and project experience with Google CCAI solutions are a must
  • Experience in 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
  • Storyboarding, creating differentiated solutions as per client needs and compelling storytelling is a must

Qualifications

MBA/PG from Tier1/ Tier2/ Tier3 institutes

Skills

Google dialogflow, Dialogflow, Chatbot, Voicebot, CCAI

Your Team

As a leading global professional services company, you are invited to join a vibrant team and explore a diverse range of opportunities in strategy, consulting, digital, technology, and operations. You will be a part of a collaborative environment that combines unmatched experience and specialized skills across 40+ industries. This leading enterprise, at the intersection of business and technology, is dedicated to helping clients enhance performance and create sustainable value for stakeholders.

Your Job

  • You will be responsible for providing CX solutions with Google CCAI suite of contact center products such as Dialogflow CX, Agent Assist, Insights CX and CCAI Platform (Ujet.cx)
  • Formulate CX target operating model and detail out operating model components such as strategic sourcing & mgmt, agent performance management, CX performance, innovation management, CX management, business intelligence and contact center technology support aligned to vision
  • Understand business requirements while still putting customer experience at the heart of CX design
  • Tthink and pre-empt scenarios and questions from cross-functional client teams (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
  • Lead and deliver agile delivery process, continuous improvement and continuous development