The Strategy & Consulting Global Network Song practice is aligned to the Global Network Song Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will work on 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, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.
You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance.
Executive Level (Manager & Senior Manager)
- Use strong project management skills: Leverage good understanding of principles, theories, practices and techniques for managing project workload and analysis needed for key deliverables
- Deploy understanding of technology and software development cycle: Apply critical thinking, resource management and problem-solving skills.
- Create valid business cases: ROI generation and project management of solution deployment, being organized and comfortable planning several months in advance
Bring your best skills forward to excel at the role:
- Use strong and well-established record of accomplishment in designing and delivering Nice CXone solution: Strong project management skills in planning and coordination for timely delivery
- Maximize critical thinking and problem-solving skills: Apply understanding of technology and software development cycle
- Demonstrate relevant financial and budget competencies
Additional Information:
- More than 8 years’ experience in project management or technically relevant occupation, experience in Contact Center or telephony industry.
- Experience in leading at least 1 CCaaS/ Conversational AI end-to-end implementation/Solutioning a must (which involves integration with CRM as well as Agent screen pop) + Consulting experience
Non- Executive Level (Analyst & Consultant)
- Use cross domain functional exposure: Experience in contact center and overall customer Experience area, working in high-paced and complex projects and understanding industry specific Customer Experience processes, operations and functional needs.
- Incorporate Generative AI to transform customer experience: Bring forward-thinking innovation by integrating Generative AI capabilities into contact center and self-service solutions. Apply GenAI to drive intelligent automation, enhance agent-assist tools, personalize customer interactions, and unlock new levels of operational agility and efficiency.
- Deploy thorough skills to manage stakeholder expectations: Engage in resolving issues, risks for the success of the project, possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.)
- Apply application design and development experience: Knowledge of implementing the orchestration platform of Contact Center Solution preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self-Service vendor organizations, or leading consulting firms.
- Maximize thorough understanding of Contact Center Solution Framework: Integration with internal and external components, API integrations, understanding of Java, WebServices, Containerization (Kubernetes), deep knowledge of multiple contact center and speech recognition vendor platforms including hands-on experience with products.
- Demonstrate a strong curiosity and willingness to learn new technologies: Stay ahead of the curve by proactively exploring emerging technologies, tools, and trends in the Customer Experience management and AI landscape, with a growth mindset and a passion for innovation.
Bring your best skills forward to excel at the role:
- Experience across functional and technical Voice and Non-Voice solutions: Conversational AI, NLU, NLP, SMS, Email, Chat, web etc. applications solutions using application development tools.
- Experience and knowledge of Contact Center Solution Infrastructure Components: Those around routing, reporting, recording, multi-media (SMS, email, chat) WhatsApp, outbound, callback & inbound IVR solutions, chatbot, voice Bot
- Knowledge of Web Integration with Orchestration applications: Use AI and Natural Language processing (NLU Engines), knowledge of cutting-edge technologies including chat and voice Bot, AI, RPA
- Experience in auxiliary systems: Including WFM, Recording, Virtual Hold, Quality Management will be a plus.
Additional Information:
- 1-4 years of experience across in depth functional and technical areas on delivering Voice and Non-Voice solutions e.g. (SMS, Email, Chat, web etc.) applications solutions using application development tools.
- Experience in implementing a customer experience management tool such a Cloud contact Center/Conversational AI(Voicebot/chatbot which involves integration with CRM as well as Agent screen pop, design and application experience on implementing multichannel self-service/IVR and DFO solution.
- Experience in automating, designing and implementing key business processes in the domain of Customer Services, Contact Center Solution Cloud administration & application development using Contact Center Solution Interaction Designer
#LI-PH
What’s in it for you?
- An opportunity to work on transformative projects with key G2000 clients ·
- Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
- Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.
- Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities
- Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.
- Open for cross-country relocation
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
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