Google GECX Contact Center Service Senior Engineer

Position: Google GECX Contact Center as a Service Senior Engineer
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) Solutions - including Voice AI, Big Query, Looker, Vertex AI, Gemini Foundation Models, and Gemini Enterprise.

You Are

A hands-on Senior Engineer with strong experience in Google's Gemini Enterprise for Customer Experience (GECX) Contact Center as a Service Solutions - now building deep expertise in Google Cloud Platform (GCP). You are eager to apply technical skills, learn advanced solutions, and support delivery teams in designing and implementing modern GECX solutions for Accenture's clients.

You're comfortable working directly with clients, supporting senior architects, and contributing to end-to-end project execution.

The Work

Develop and implement Gemini Enterprise for Customer Experience (GECX) CCaaS that aligns with the company's architecture and business goals. Market & Technology Insights:
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 CCaaS solutions.

Key Responsibilities:

+ Works 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 & GECX CCaaS solution.

+ Architects and provides technical recommendations and analysis between GECX CCaaS product offerings and client's environments.

+ Designs, configures and implements GECX CCaaS solutions in client environments and integrates it within client's end-to-end architecture, requirements and technological constraints.

+ Works with software and technology partners to design & deliver Service-focused solutions.

+ Plans and estimates 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.

+ Manages day to day on-shore and off-shore project teams during the project lifecycle.

+ Manages 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.

Here's what you need

+ Minimum of 7 years of experience in technology transformation, with a focus on CCaaS or cloud-based contact center solutions.

+ Minimum of 7 years of experience with CCaaS technologies and industry best practices, including CCaaS strategy, migration and implementation on a variety of platforms such as, AWS, Google, Genesys, Avaya, NICE etc.

+ Minimum of 7 years of experience in aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard etc.

+ Bachelor's degree in Computer Science, Engineering or equivalent or equivalent (minimum 12 years) work experience. (If Associate's Degree, must have minimum 6 years work experience).

Bonus points if you have

+ Minimum 7 years of experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms.

+ Hands-on experience, solutioning and implementing Gemini Enterprise for Customer Experience (GECX) Suite, including Google 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.)

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.

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