Job Description
About Accenture
Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth, and enhance citizen services - creating tangible value at speed and scale. We are a talent-and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and Al with unmatched industry experience, functional expertise, and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com.
The Strategy & Consulting Global Network SONG Practice | Genesys
Job Title - Genesys_ Analyst/Consultant (S&C GN)
Management Level: Level 11-Analyst/ 9-Consultant
Location: Kuala Lumpur
Must have skills: Genesys Cloud, Contact Center Consulting
Good to have skills: Consulting experience across any of the CCaaS/Customer Service solutions (Genesys PureConnect, Genesys Engage, Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.)
Experience: 2-10 years
Educational Qualification: Computer Science Degree, Engineering Degree, Telecommunication Degree
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 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.
Plan, design, implementation, configuration of Genesys Cloud.
Experience with IVR, web, email, chat, SMS, Social Media etc.
Integration of Genesys Cloud with enterprise systems
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.).
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.
Must have skills:
Genesys Cloud, Contact Center Consulting
Good to have skills:
Consulting experience across any of the CCaaS/Customer Service solutions (Genesys PureConnect, Genesys Engage, Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.)
Experience: 2-10 years
Educational Qualification:
Computer Science Degree, Engineering Degree, Telecommunication Degree
Professional & Technical Skills:
Computer Science Degree, Engineering Degree, Telecommunication Degree
Minimum 2 to 10 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Cloud.
Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Genesys Cloud and implementing key business processes in the domain of Customer Services.
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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
You will also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.
Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.
