Strategy & Consulting - Global Network - SONG - Service - Google Contact Center AI Manager/Seni[...]

Responsibilities

• 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.
• Co-Lead the Google Contact Center Offering and leverage the previous experience of building the practice from scratch (attracting the best talent in the market and increasing the demand to deliver high impact Google contact center projects)
• Lead and 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 achie...