Job Description

Capability Network Cloud Contact Center Management Consulting Senior Manager

We are seeking a Cloud Contact Center Management Consulting professional to work with the business process and development teams to design, implement and deploy Contact Center technologies to a wide variety of clients at the enterprise level. Candidates for this role should possess functional knowledge of the Contact Center and integration capabilities. Additionally, the candidate should have the ability to uncover business requirements and be able to create and effectively demonstrate solutions that address customer requirements and align with the business strategy.


In this role, you will be part of our leadership team driving growth for Customer Service and Sales in North America and expected to work seamlessly within Accenture and with our clients to shape and implement a Customer Experience solution that addresses our clients’ business needs.

People in our Client & Market career track drive profitable growth by developing market-relevant insights to increase market share or create new markets. They progress through required promotion into market-facing roles that have a direct impact on sales.

A professional at this position level within Accenture has the following 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 solution 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.

Travel:
For now, all Accenture business travel, international and domestic, is currently restricted to client-essential sales/delivery activity only.

Please note: The safety and well-being of our people continues to be the top priority, and our decisions around travel are informed by government COVID-19 response directives, recommendations from leading health authorities and guidance from a number of infectious disease experts.

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Qualifications

Basic Qualifications

  • Bachelor’s Degree

  • Minimum of 10 years of experience in designing, architecting and delivering in any one of the following Cloud Contact Center platforms: such as Genesys, Amazon Connect, NICE, Twilio, Avaya, Cisco etc.

  • Minimum 5 years of experience in Design and implement AI chatbot/ Virtual assistant and define a comprehensive digital roadmap to integrate with cloud contact center platforms

  • Minimum 3 years of experience in creating contact center of the future strategy and transformational roadmap

Preferred Qualifications

  • Experience in Conduct contact center capability assessment, create benchmark across contact standard standards KPIs, design the contact center of the future, craft solution blueprint, and articulate business case for transforming to a cloud based WFM solution

  • Experience in using speech analytics tools (such as Call Miner, NICE, Verint etc.) and derive insights into the call center key KPIs and be able to suggest transformation ideas

  • Contributed initiatives such as Assets, accelerators and Point of Views focused on Customer Service Channels and Operations

  • Project Management, Experience working with global teams

Our Commitment to Inclusion & Diversity


At Accenture, inclusion and diversity are fundamental to our culture and embedded in our core values. We are committed to creating a workforce where our people can feel comfortable, be themselves and contribute. Like Canada itself, Accenture employees represent a tremendous variety of cultures, ethnicities, beliefs, backgrounds and languages. We offer an inclusive environment regardless of personal characteristics such as ethnicity, religion, gender, sexual orientation, gender identity or expression, age or disability.
 

Requesting an Accommodation


Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
 

If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.
 

Other Employment Statements


It is currently our objective to assign our people to work near where they live. However, given the nature of our business and our need to serve clients, our employees must be available to travel when needed. Job candidates are not required to disclose any offence for which a pardon has been granted.
 

About Accenture


Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries — powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 513,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com.

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.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email.

Other Employment Statements

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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