Strategy & consulting - global network - song - service - cloud contact center senior analyst
join our global consulting network and expand your horizons! We are a community of over 10,000 professionals worldwide, providing top-tier consulting across various industries including life sciences, energy, supply chain, finance, and talent management.
why choose us?
* global exposure: work on international projects and gain insights into diverse cultures and business practices.
* specialized development: develop deep expertise in specific management consulting areas to enhance your professional value.
* dynamic environment: thrive in a fast-paced, challenging setting that promotes growth and impactful contributions.
* innovation: leverage cutting-edge technologies and strategies to solve complex problems and deliver innovative solutions.
we are committed to excellence and passionate about results. If you are ambitious and talented, we want to hear from you. Reach out and start a conversation that could lead to your next opportunity.
responsibilities:
* adapt existing methods to create solutions for moderately complex problems, understanding strategic directions and team goals.
* use judgment to determine solutions, seeking guidance on complex issues.
* analyze business problems, recommend solutions, and guide implementation to improve performance.
* interact primarily with your supervisor, with potential engagement with peers and management at clients or within accenture.
* determine methods and procedures on new assignments with guidance.
minimum qualifications:
* bachelor’s degree
* at least 2 years of experience designing, architecting, and delivering on cloud contact center platforms such as genesys, amazon connect, nice, twilio, avaya, cisco, etc.
* minimum 2 years of experience in designing and implementing ai chatbots/virtual assistants and defining digital roadmaps for cloud contact centers.
preferred qualifications:
* experience conducting contact center capability assessments, creating benchmarks, designing future contact centers, and crafting solution blueprints for cloud-based wfm solutions.
* experience with speech analytics tools (e.g., call miner, nice, verint) for deriving insights and suggesting transformations.
* contributed to assets, accelerators, and povs focused on customer service channels and operations.
* experience 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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