Strategy & consulting - global network | song - service - cloud contact center value consultant/analyst
join to apply for the strategy & consulting - global network | song - service - cloud contact center value consultant/analyst role at accenture méxico
role overview
as a ccaas (contact center as a service) value consultant, you will drive strategic customer engagements that maximize the operational and financial impact of our client’s ccaas implementations. You will partner with clients to assess their cx maturity, define transformation roadmaps, and build compelling business cases that demonstrate the value of their platform and services.
key responsibilities
* lead value consulting engagements to assess current cx capabilities and identify transformation opportunities using the ccaas cx value framework.
* develop tailored business cases, including financial impact analysis and roi projections, to support executive decision-making.
* collaborate with cross-functional teams (sales, delivery, product, and client stakeholders) to align on strategic priorities and solution scope.
* facilitate workshops and discovery sessions to map customer journeys and define omnichannel strategies.
* support ccaas migration initiatives by contributing to solution architecture, integration planning, and kpi definition.
* provide ongoing value tracking and continuous improvement recommendations post-implementation.
* contribute to change management and training strategies to ensure successful adoption and end‑user readiness.
required qualifications
* bachelor’s degree completed.
* availability to travel may be required.
* 2 to 8 years of experience in consulting, customer experience strategy, or contact center transformation.
* strong understanding of ccaas platforms, especially talkdesk, and related technologies (ivr, ai chatbots, workforce management, reporting, etc.).
* proven ability to build executive‑level business cases and deliver strategic recommendations.
* excellent communication, facilitation, and stakeholder management skills.
* experience with data analysis, value realization frameworks, and cx maturity assessments.
seniority level
mid‑senior level
employment type
full‑time
job function
strategy/planning and consulting
industries
business consulting and services
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