Strategy & consulting - global network | song - service - cloud contact center senior analyst
join to apply for the strategy & consulting - global network | song - service - cloud contact center senior analyst role at accenture méxico.
about the global network
join our global consulting network and expand your horizons! At the global network, we are a thriving community of over 10,000 professionals operating from key locations around the world. We specialize in providing top-tier consulting expertise across various industries and functional areas, including life sciences, energy, supply chain operations, finance, and talent management.
why choose us?
* global exposure: work on international projects and gain invaluable insights into diverse cultures and business practices.
* specialized development: we help you develop deep expertise in specific areas of management consulting.
* dynamic work environment: fast-paced, challenging, and growth-oriented.
* innovation at the core: leverage cutting-edge technologies and innovative strategies to solve complex problems.
we are driven by a commitment to excellence and a passion for delivering results that matter. If you are ambitious, talented, and ready for a challenge, we want to hear from you.
responsibilities
* adapt existing methods and procedures to create alternative solutions to moderately complex problems.
* use considerable judgment to determine solutions and seek guidance on complex problems.
* interact primarily with a direct supervisor; may interact with peers and/or management levels at a client and/or within accenture.
* determine methods and procedures on new assignments with guidance.
* make decisions that often impact the team in which they reside.
* manage small teams and/or work efforts (if in an individual contributor role) at a client or within accenture.
qualifications and experience
* bachelor’s degree completed.
* availability to travel may be required.
* +4 years experience in designing, architecting and delivering in any one of the following cloud contact center platforms: 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 conducting contact center capability assessment, creating benchmarks across contact standard kpis, designing the contact center of the future, crafting solution blueprint, and articulating business case for transforming to a cloud-based wfm solution.
* experience in using speech analytics tools (e.g., call miner, nice, verint) and deriving insights into key kpis and suggesting 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.
seniority level
mid-senior level
employment type
full-time
job function
strategy/planning and consulting
industry
business consulting and services
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