Job Description
The Strategy & Consulting Global Network SONG Practice | Genesys
Join our team of GN SONG consultants who solve customers facing challenges at clients spanning sales, service, and marketing to accelerate business change.
Explore an Exciting Career at Accenture
Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges Do you want to design, build, and implement strategies to enhance business performance Does working in an inclusive and collaborative environment spark your interest
Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting Global Network's SONG practice.
The Strategy & Consulting Global Network Song practice is aligned to the Global Network 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 Marketing Transformation, Connected Commerce and Services. 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.
Roles and Responsibilities:
Functional Experience: Ability to analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions
Industry Experience: Knowledge & Experience in any of industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources
Use in depth understanding of Genesys Cloud/Engage: Ability to work in high-paced and complex projects.
Apply understanding of industry specific Customer Service processes: 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.)
Deploy thorough understanding of Genesys Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Genesys tools including Architect, Admin, Collaborate
Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Genesys Cloud/Engage.
Plan, design, implementation, configuration of Genesys Cloud CX(PureCloud)/Engage
Experience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services
Integration of Genesys Cloud CX with enterprise systems
Developing custom applications using Genesys platform SDK/APIs
Work Experience related to CICD tools.
Easily work in high-paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs
Deploy a strong designing skill: Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...), quality monitoring, WFM, Gamification, BYOC Edges, Recording etc.
Maximize application design and development experience: Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.
Professional & Technical Skills:
Engineering Degree or MBA from a tier 1 institute
Minimum 5 to 8 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Cloud/Engage suite.
Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Architect/Composer/Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Cloud/Engage administration & application development.
Must have skills:
Genesys Cloud, Contact Center Analyst/Consultant, Functional CCaaS Consultant, Technical CCaaS Consultant, Industry Consultant, CCaaS Team Lead, CCaaS Design Lead.
Good to have skills:
Genesys PureConnect, Genesys Engage, Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.)
About Accenture Strategy & Consulting Global Network:
Accenture Strategy shapes our clients future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Capability Network a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Capability Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit https://www.accenture.com/in-en/careers
Accenture Global Network Song | Accenture in One Word
At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.
