Contact Center AI Solution Consulting Manager
Core
Design, build, and implement Google CCAI and Gen AI strategies to transform client contact center operations and enhance customer experience.
Role type
Senior IC consulting manager (Google CCAI & Gen AI)
Builds
Next-generation customer care solutions, virtual agents, and CX operating models for G2000 clients
Domain
Contact Center as a Service (CCaaS), Conversational AI, Generative AI
Deliverable
production ML models | product features | dashboards & analysis
Required skills
Google CCAI suite expertise (Dialogflow CX, Agent Assist, Insights CX, Vertex AI, Gemini), CX solution design, stakeholder management, pre-sales and RFP response, agile delivery, business case development, cross-functional team leadership
Preferred skills
Experience with other Conversational AI (Amazon Lex, IBM Watson, Microsoft PVA, Nuance), CCaaS platforms (Genesys, Amazon Connect, Avaya, Cisco, Sprinklr), storyboarding and solution storytelling
Technologies
Google CCAI, Dialogflow CX, Vertex AI, Google Gemini, Decibel, Genesys, Amazon Connect, Avaya, Cisco, Sprinklr
Responsibilities
Co-lead the Google Contact Center Offering, drive design thinking workshops for Gen AI strategy, perform CX capability assessments and roadmap co-creation, formulate CX target operating models, work with technical teams to convert requirements, lead CCaaS migration projects, participate in pre-sales activities (RFPs, PoCs, presentations), deliver agile processes and continuous improvement
Seniority
Senior, hands-on IC with strategic leadership
