I&P - GN - SONG - Service - Google - Consultant

As a Google CCAI Consultant within I&P GN SONG, you will work with clients to design, build, and implement customer experience and contact center initiatives using Google Cloud Contact Center AI. You will support solution design, platform implementation, migration, agile delivery, pre-sales, and practice development.

Provide customer experience solutions using Google CCAI products including Dialogflow CX, Agent Assist, Insights CX, and the CCAI Platform.

Lead or support design-thinking workshops that reshape client thinking about customer experience in contact center and customer care environments.

Assess customer experience management capabilities, identify capability maturity, and co-create transformation roadmaps.

Understand business requirements while keeping customer experience central to solution design.

Work with Google technical teams and developers to translate user requirements into final solutions.

Support CCaaS migration from legacy contact center solutions to new platforms.

Deliver agile processes, continuous improvement, and continuous development.

Support RFI and RFP activities, proofs of concept, client presentations, demonstrations, effort estimation, cost estimation, and reusable practice assets.

Strong experience designing and delivering Google CCAI solutions and platforms.

Understanding of the CCAI framework and integration with internal and external components.

Experience working with business stakeholders across geographies with different priorities and requirements.

Ability to work in high-paced, complex projects and understand industry-specific customer service processes, operations, and functional needs.

Stakeholder-management skills, including issue and risk resolution.

Understanding of end-to-end Google contact center transformation, customer experience architecture, and contact center architecture.

Strong analytical, written, oral communication, facilitation, organization, and problem-solving skills.