Google Cloud Contact Center AI (CCAI) Conversational Designer & Agent Assist Developer

Are you ready to step up to the New and take your technology expertise to the next level? Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate , and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture and make delivering innovative work part of your extraordinary career. You Are As part of our Google Cloud Platform practice, you will lead technology innovation for our clients through robust delivery of world-class solutions. There will never be a typical day, and that’s why people love it here. The opportunities to make a difference within exciting client initiatives are unlimited in the ever-changing technology landscape. You will be part of a growing network of technology experts who are highly collaborative, taking on today’s biggest, most complex business challenges. We will nurture your talent in an inclusive culture that values diversity. Come grow your career in technology at Accenture! The WorkThe Google Cloud CCAI (Contact Center AI) Conversational Designer & Agent Assist Developer is responsible for designing, developing, and implementing engaging and effective conversational AI solutions using Google Cloud’s Contact Center AI platform. You will work closely with clients to understand their needs, design conversational flows, build integrations with Agent Assist, and ensure optimal performance and scalability. This role requires a strong understanding of conversational design principles, Google Cloud Platform (GCP) services, and development best practices. Key Responsibilities:

Conversational Design & UX: Design and develop conversational flows using Dialogflow CX, incorporating best practices for dialogue flow, branching logic, error handling, and persona development. Craft engaging and effective conversational copy. Conduct user research and testing to optimize conversational experiences.

GCP & Agent Assist Integration: Integrate Dialogflow CX with Agent Assist to provide real-time guidance and knowledge access to contact center agents. Utilize GCP services (Compute Engine, Cloud Storage, Cloud Functions, etc.) to support conversational AI solutions.

Development & Integration: Develop custom integrations using APIs (REST, gRPC ) and scripting languages (e.g., Python, JavaScript, Node.js). Implement backend logic using Cloud Functions or similar serverless technologies. Manage code using Git. Debug and troubleshoot issues in conversational flows and integrations. Analyze data from Dialogflow CX to identify areas for improvement and measure success.

Collaboration & Communication: Collaborate with cross-functional teams (including designers, engineers, and client stakeholders) to deliver high-quality conversational AI solutions. Effectively communicate technical concepts to both technical and non-technical audiences.

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 conversational design, including dialogue flow design, UX writing, and user research. Proficiency in using dialogue flow design tools like Dialogflow CX.

Minimum of 2 years of experience with Dialogflow CX, including fulfillment, integrations, webhooks, and analytics. 1+ year experience integrating Dialogflow CX with Agent Assist. Solid understanding of GCP fundamentals (Compute Engine, Cloud Storage, Cloud Functions, APIs). 1+ year experience with API integration (REST, gRPC ) and Cloud Functions.

Minimum of 2 years of experience in at least one scripting language (Python, JavaScript, Node.js).

Minimum 1 year experience with Git.

Minimum 2 years of experience in debugging and troubleshooting.

Minimum 1 year experience with data analysis and reporting and understanding of JSON and XML.

Minimum of 1 year of experience with GCP.

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

Google Cloud certifications (relevant certifications are a plus).

Experience with machine learning models and their application in conversational AI, NLP and Contact Center Operations is beneficial

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 in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New York or Washington as set forth below.We accept applications on an on-going basis and there is no fixed deadline to apply.Information on benefits is here. (https://www.accenture.com/us-en/careers/local/total-rewards) Role Location Annual Salary RangeCalifornia $63,800 to $196,000Colorado $63,800 to $169,300District of Columbia $68,000 to $180,300Illinois $59,100 to $169,300Minnesota $63,800 to $169,300Maryland $59,100 to $156,800New York $59,100 to $196,000Washington $68,000 to $180,300What We BelieveWe have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce) Equal Employment Opportunity StatementAccenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.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.Accenture is committed to providing veteran employment opportunities to our service men and women.For details, view a copy of the Accenture Equal Employment Opportunity and Affirmative Action Policy Statement (https://www.accenture.com/content/dam/accenture/final/accenture-com/document/Annual-Policy-Statement-Regarding-EEO-2023-Applicant.pdf#zoom=50) .Requesting An AccommodationAccenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email (https://www.accenture.com/us-en/about/contact-us) or speak with your recruiter.Other Employment StatementsApplicants 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.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 a 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.