Call Center Specialist

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) - including Voice AI, BigQuery, Looker, Vertex AI, Gemini Foundation Models, and Gemini Enterprise. 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) - 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 GECX 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'll be comfortable working directly with clients, supporting senior architects, and contributing to end‑to‑end project execution. The Work: Develop and implement Google GECX 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 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. Architects and provides technical recommendations and analysis between GECX product offerings and client’s environments. Designs and engineers enterprise‑ready AI agents encompassing retrieval, orchestration, policy‑based routing, tool invocation, evaluation harnesses, and lifecycle observability 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 3 years of experience in technology transformation, with a focus on Conversational AI, CCaaS or cloud‑based contact center solutions. Minimum of 3 years of experience with Contact Center technologies and industry best practices, including AI Agent building, 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. Minimum of 1 years of experience with Google Cloud technologies Bachelor's degree or equivalent (minimum 12 years) work experience. (If Associate’s Degree, must have minimum 6 years work experience) Bonus points if you have 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 CX Agent Studio or 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. We anticipate this job posting will be posted until 08/7/2026. 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. See more information on our benefits here: U.S. Employee Benefits | Accenture Role Location Annual Salary Range California $70,350 to $196,000 Cleveland $59,100 to $156,800 Colorado $63,800 to $169,300 District of Columbia $68,000 to $180,300 Illinois $59,100 to $169,300 Maine $54,400 to $144,300 Maryland $63,800 to $169,300 Massachusetts $63,800 to $180,300 Minnesota $63,800 to $169,300 New York $66,300 to $196,000 New Jersey $68,000 to $196,000 Virginia $59,100 to $180,300 Washington $80,200 to $180,300 Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. For details, view a copy of the Accenture Equal Opportunity Statement Accenture is an EEO and affirmative action employer of veterans/individuals with disabilities. Accenture is committed to providing veteran employment opportunities to our service men and women. Other Employment Statements Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States. Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information. California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, additional important information. 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