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The
Strategy & Consulting - Global Network - SONG
practice is aligned to Accenture Song and works with clients across their marketing, commerce/sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, commerce/sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.
A professional at this position level within Accenture has the following responsibilities:
Adapts existing methods and procedures to create possible alternative solutions to moderately complex problems.Understands the strategic direction set by senior management as it relates to team goals.
Uses considerable judgment to determine solution and seeks guidance on complex problems.
Primary upward interaction is with direct supervisor. May interact with peers and/or management levels at a client and/or within Accenture.
Determines methods and procedures on new assignments with guidance.
Decisions often impact the team in which they reside.
Manages small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.
Bring your best skills forward to excel at the role:
Bachelor’s Degree completed
MBA from a tier 1 institute is highly desirable.
Availability to travel may be required.
+6 years experience in designing, architecting and delivering in anyone of the following Cloud Contact Center platforms: such as Genesys, Amazon Connect, NICE, Twilio, Avaya, Cisco etc.
Experience in designing and implementing AI chatbot/ Virtual assistant and defining a comprehensive digital roadmap to integrate with cloud contact center platforms.
Experience in creating contact center of the future strategy and transformational roadmap.
Preferred Qualifications:
Experience in Conduct contact center capability assessment, create benchmark across contact standard standards KPIs, design the contact center of the future, craft solution blueprint, and articulate business case for transforming to a cloud based WFM solution.
Experience in using speech analytics tools (such as Call Miner, NICE, Verint etc.) and derive insights into the call center key KPIs and be able to suggest transformation ideas.
Contributed initiatives such as Assets, accelerators and Point of Views focused on Customer Service Channels and Operations.
Project Management, Experience working with global teams.
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About Accenture
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best WorkplacesTM.Join Accenture to work at the heart of change. Visit us atwww.accenture.com
Oportunidad Laboral Equitativa
Todas las decisiones del empleador deben tomarse sin tomar en cuenta la edad, raza, creencias, color, religión, sexo, nacionalidad de origen, discapacidades, orientación sexual, identidad o expresión de género, información genética, estado civil, estado de ciudadanía u otra base protegida por la federación, estado, o leyes locales.
Los candidatos no estarán obligados a revelar registros sellados o cancelados de condena o arresto como parte del proceso de contratación. Accenture se compromete a proporcionar oportunidades de empleo para veteranos a nuestros hombres y mujeres de servicio.
📌 Strategy & Consulting - Global Network | SONG - Service - Cloud Contact Center Consultant
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