CCaaS Consultant, Google Cloud
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Minimum qualifications:
- Bachelor's degree in Computer Science or equivalent practical experience.
- 5 years of experience in contact center technologies, including CCaaS, IVR, ACD, and CRM integration.
- Experience with migrations to Cloud contact center solutions, Conversational AI, Natural Language Processing, and related contact center technologies (e.g., CRM, WFM, QM, SIP Trunking, Programmable Voice and Messaging APIs, virtual agents).
- Ability to travel 30% of the time as required.
Preferred qualifications:
- Industry certifications related to contact center technologies or cloud computing.
- Experience with Google Cloud Platform (GCP) and its contact center services (e.g., Contact Center AI, Dialogflow CX).
- Experience with scripting languages (e.g., Python, JavaScript).
- Experience with Workforce management systems.
- Experience in pre-sales developing.
- Experience with API integrations.
About the job
The Google Cloud Consulting Professional Services team guides customers through the moments that matter most in their cloud journey to help businesses thrive. We help customers transform and evolve their business through the use of Google’s global network, web-scale data centers, and software infrastructure. As part of an innovative team in this rapidly growing business, you will help shape the future of businesses of all sizes and use technology to connect with customers, employees, and partners.
As a Contact Center as a Service (CCaaS) Consultant within Google Cloud, you will be a trusted advisor to our customers, guiding them through the strategic planning, implementation, and optimization of Google Cloud’s Contact Center AI and CCaaS solutions. You will leverage your understanding of contact center technologies, customer experience best practices, and Google Cloud platform to help clients transform their customer interactions and achieve their business objectives.
Google Cloud accelerates every organization’s ability to digitally transform its business and industry. We deliver enterprise-grade solutions that leverage Google’s cutting-edge technology, and tools that help developers build more sustainably. Customers in more than 200 countries and territories turn to Google Cloud as their trusted partner to enable growth and solve their most critical business problems.
The US base salary range for this full-time position is $142,000-$211,000 + bonus + equity + benefits. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the minimum and maximum target salaries for the position across all US locations. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process.
Responsibilities
- Assess customer business and technical requirements, design tailored CCaaS solutions leveraging Google Cloud's Contact Center AI and related services, and present compelling value propositions.
- Lead the technical implementation of CCaaS solutions, including configuration, integration, and testing, ensuring seamless integration with existing systems.
- Monitor performance, provide ongoing support, and optimize CCaaS solutions to maximize customer satisfaction and achieve business objectives.
- Contribute to best practices, share expertise, and provide feedback to product teams to enhance Google Cloud’s CCaaS offerings.
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Google is proud to be an equal opportunity and affirmative action employer. We are committed to building a workforce that is representative of the users we serve, creating a culture of belonging, and providing an equal employment opportunity regardless of race, creed, color, religion, gender, sexual orientation, gender identity/expression, national origin, disability, age, genetic information, veteran status, marital status, pregnancy or related condition (including breastfeeding), expecting or parents-to-be, criminal histories consistent with legal requirements, or any other basis protected by law. See also Google's EEO Policy, Know your rights: workplace discrimination is illegal, Belonging at Google, and How we hire.
If you have a need that requires accommodation, please let us know by completing our Accommodations for Applicants form.
Google is a global company and, in order to facilitate efficient collaboration and communication globally, English proficiency is a requirement for all roles unless stated otherwise in the job posting.
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