Overview
strategy & consulting - global network | song - service - cloud contact center senior analyst at accenture méxico. 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 positively impacting front-end business metrics.
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 solutions 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.
qualifications
* bachelor’s degree completed
* mba from a tier 1 institute is highly desirable.
* 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 the contact center of the future strategy and transformational roadmap.
preferred qualifications
* experience in conducting contact center capability assessments, benchmarking across contact standard kpis, designing the contact center of the future, crafting a solution blueprint, and articulating a business case for transforming to a cloud-based wfm solution.
* experience in using speech analytics tools (such as call miner, nice, verint, etc.) to derive insights into key kpis and propose transformation ideas.
* contributed initiatives such as assets, accelerators and point of views focused on customer service channels and operations.
* project management experience, including working with global teams.
seniority level
* mid-senior level
employment type
* full-time
job function
* strategy/planning and consulting
industries
* business consulting and services
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