Google Cloud Customer Engagement Suite (CES) & Agentic CX Architect / Engineer

Associate Manager (CL8) Google Cloud Customer Engagement Suite (CES) & Agentic CX Architect/Engineer

The Associate Manager (CL8) Google Cloud Customer Engagement Suite (CES) & Agentic CX Architect/Engineer is a hands-on technical role within the Accenture Google Business Group, supporting implementation of next-generation customer engagement and contact centre transformations powered by Gemini Enterprise for Customer Experience.

The role focuses on designing and implementing AI-enabled customer engagement solutions that combine agentic AI, conversational interfaces, and human-agent collaboration to improve customer experience, automation outcomes, and operational efficiency.

This position operates as a working architect and senior engineer embedded within delivery teams, translating solution architecture into real implementation components.

This role sits at the forefront of next-generation customer experience transformation, leveraging Google Cloud's Customer Engagement Suite and Gemini-powered AI capabilities. Operating within a fast-evolving Irish telecommunications landscape, the role focuses on delivering AI-enabled, omnichannel customer engagement solutions that enhance customer satisfaction, improve automation outcomes, and optimise contact centre operations. As part of Accenture's Google Business Group, you will work closely with stakeholders to design and implement agentic AI-driven customer journeys, where AI and human agents collaborate seamlessly to resolve customer needs efficiently and at scale. The role requires a strong balance of hands-on engineering, solution implementation, and real-world CX alignment, ensuring that AI solutions are not only technically robust but also grounded in the operational realities of telecom customer service in Ireland.

Key Responsibilities

Agentic Customer Experience Solution Implementation

• Implement AI-powered customer engagement solutions
• Support realisation of agentic AI customer journeys where AI and human agents collaborate seamlessly.

Google Customer Engagement Suite (CES) Engineering

• Build and configure solutions leveraging Google Cloud Customer Engagement Suite, including:
• Conversational Agents (Dialogflow CX)
• Agent Assist
• Conversation Insights
• AI-driven customer interaction workflows.
• Integrate CES capabilities with enterprise contact centre and CRM platforms.
• Support omnichannel customer engagement implementation.

Gemini AI Enablement

• Apply Gemini-powered AI capabilities across customer service use cases, including:
• conversational understanding
• summarisation and response generation
• intelligent routing and assistance
• AI-driven customer interaction enhancement.

Hands-On Google Cloud Engineering

• Contribute technically across build and implementation activities using:
• Vertex AI
• BigQuery
• Cloud Run / GKE
• Pub/Sub
• Dataflow
• APIs and integration services
• IAM & security controls.
• Support:
• CI/CD implementation
• cloud-native deployment patterns
• reusable component development.

Architecture-to-Engineering Bridge

• Translate high-level architecture into technical implementation designs.
• Support senior architects in defining scalable engineering patterns.
• Guide engineers on implementation approaches and best practices.
• Ensure alignment between AI solution design and operational contact centre realities.

AI Operations & Experience Alignment

• Work with operations teams to ensure AI solutions align with real contact centre workflows.
• Support implementation of AI + human collaboration models.
• Validate automation and customer experience outcomes during implementation phases.

Technical Skills & Experience

Required

• Hands-on experience with Google Cloud platform implementation.
• Experience building conversational AI or customer engagement solutions.
• Understanding of contact centre workflows and CX platforms.
• Experience with cloud-native API integrations.

Preferred

• Experience with:
• Contact Center AI (CCAI)
• Gemini AI integrations
• Dialogflow CX
• Voice and chat automation.
• Exposure to outcome-driven CX transformation initiatives.

Professional Skills

• Strong technical problem-solving capability.
• Ability to operate in fast-paced transformation programmes.
• Comfortable working with cross-functional teams including operations, architecture, and engineering.
• Strong communication with technical stakeholders.

Preferred Certifications

• Google Cloud Professional Cloud Architect
• Professional Data Engineer
• Google Generative AI / Gemini certifications
• Conversational AI / CCAI related certifications (preferred)

About Accenture

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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