Google Customer Engagement Suite Contact Center as a Service Specialist

Accenture • Milwaukee, WI

7d

About The Position

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 Google CES Solutions - including Voice AI, BigQuery, Looker, Vertex AI, Gemini Foundation Models, and Gemini Enterprise. You Are A hands-on Specialist with foundational experience in Google’s Customer Engagement Suite (CES) Contact Center as a Service (CCaaS) 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 CES solutions for Accenture’s clients. You’re comfortable working directly with clients, supporting senior architects, and contributing to end-to-end project execution. Job Description: Develop and implement Google Customer Engagement Suite (CES) 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 Google CES CCaaS solutions. The work: 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 & Google CES CCaaS solution. Architects and provides technical recommendations and analysis between Google CES CCaaS product offerings and client’s environments. Designs, configures and implements Google CES 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.

Requirements

• Minimum of 3 years of experience in technology transformation, with a focus on CCaaS or cloud-based contact center solutions.
• Minimum of 3 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 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)

Nice To Haves

• Minimum 3 years of experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms.
• Hands-on experience, solutioning and implementing Google Customer Engagement 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.)

Responsibilities

• Develop and implement Google Customer Engagement Suite (CES) CCaaS 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 Google CES CCaaS solutions.
• 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 & Google CES CCaaS solution.
• Architects and provides technical recommendations and analysis between Google CES CCaaS product offerings and client’s environments.
• Designs, configures and implements Google CES 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.

Benefits

• Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Number of Employees: 5,001-10,000 employees