Google GECX Contact Center as a Service Specialist

Accenture•Kirkland, WA

9d•$54,400 - $196,000•Hybrid

About The Position

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) - including Voice AI, BigQuery, Looker, Vertex AI, Gemini Foundation Models, and Gemini Enterprise. This role is for a hands-on Specialist with foundational experience in Google’s GECX Contact Center as a Service (CCaaS) Solutions, now building deep expertise in Google Cloud Platform (GCP). The individual will be eager to apply technical skills, learn advanced solutions, and support delivery teams in designing and implementing modern GECX solutions for Accenture’s clients. They should be comfortable working directly with clients, supporting senior architects, and contributing to end-to-end project execution.

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 Gemini Enterprise Customer Experience (GECX), 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 GECX 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 GECX 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 & 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.