Strategy & consulting - global network - song - service - cloud contact center consulting manager
join our strategy & consulting - global network - song - service - cloud contact center consulting manager role at accenture méxico.
about us: the strategy & consulting - global network - song practice, aligned with accenture song, collaborates with clients across marketing, commerce/sales, and service functions. We focus on transformation services like living marketing, connected commerce, and next-generation customer care, enabling clients to optimize their strategies, reduce costs, increase revenue, and enhance customer satisfaction.
why join us?
* global exposure: engage in international projects, gaining insights into diverse cultures and business practices.
* specialized development: develop deep expertise in management consulting areas.
* dynamic environment: thrive in a fast-paced, challenging setting that promotes growth.
* innovation: leverage cutting-edge technologies and strategies to deliver innovative solutions.
responsibilities:
* adapt existing methods to solve moderately complex problems, understanding strategic directions.
* use judgment to determine solutions and seek guidance on complex issues.
* interact primarily with supervisors, and possibly with peers and clients.
* determine methods and procedures for new assignments.
* manage small teams or work efforts at a client or within accenture.
qualifications:
* bachelor’s degree required; mba from a tier 1 institute highly desirable.
* availability to travel.
* at least 7 years of experience with cloud contact center platforms (e.g., genesys, amazon connect, nice, twilio, etc.).
* minimum 3 years designing and implementing ai chatbots/virtual assistants and defining digital roadmaps.
* minimum 2 years creating contact center transformation strategies.
preferred skills:
* experience in capability assessments, benchmarking, designing future contact centers, and business case development for cloud wfm solutions.
* experience with speech analytics tools (e.g., call miner, nice, verint).
* contributions to assets, accelerators, and povs on customer service channels.
* project management experience and working with global teams.
additional details:
* seniority level: mid-senior level
* employment type: full-time
* job function: strategy/planning and consulting
* industries: business consulting and services
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