Platform Integration Lead

The DIS Platform Integration Analyst plays a key role in the implementation, enablement and adoption of our “agent cockpit” for Digital Inside Sales.  The person filling this role must have expertise across a broad set of technology, business, sales, and training concepts, including (but not limited to) deep expertise with laptop imaging, network configuration, telephony systems, VDI, CRM, network and desktop security, system integration. Additionally, the person should have adequate experience in, or knowledge of basic sales processes and technology and the technology required to enable outbound calling or digital communications, marketing solutions, and training on technical concepts, as well as being able to maintain business/functional view of all of the above areas.  This is a functional role, first and foremost, and the right applicant will possess the ability to understand the underlying technology and guide technology, delivery, & client teams in the successful implementation, configuration, integration, and optimization of agent technology to support the business results driven by our sales teams.

Regional DIS Platform Integration Analyst:

· Understanding specific agent technology requests as part of new program launches and consulting with Accenture technology teams on the requirements for laptops, networking, and solution installation needs

· Ensure proper DIS Tech stack deployments, including agent training on the tools, confirming proper access and installed versions, overcoming any security blockers, and driving local agent & program tool adoption - Common Accenture technology required on programs = CRMs, Telephony, Sales Automation, Quality & Coaching, Email and Collaboration suites, VDI, VPNs, and others as needed

· Support agent laptop deployments including provisioning, security and requirements, as well as integrating client technology, like client OS imaging on Accenture hardware

· Consulting with both Accenture and Client technology teams, as well as program leadership to ensure all necessary agent technology pieces are accounted for, accessible, and has been properly configured.

· Laptop Imaging service – Client tech team consulting to ensure proper configuration from central warehouse for agent enablement and client 1on1.

· Understanding, tracking, and planning for required client or Accenture security exceptions that may be required when using client tech on Accenture hardware or vice versa

· Front line support of agents with technology issues that may not require an IT support ticket, have issues that are too vague or complicated and require help for IT ticket entry, or may involve user or process errors

· Typical Tasks & Responsibilities o Training and agent enablement on Accenture DIS technology o Consulting, Training, and Quality Assurance on broader Accenture &/or client tools as necessary o Understanding, tracking, and planning for required client or Accenture security exceptions that may be required when using client tech on Accenture hardware or vice versa

Agent Cockpit’ Solution Enablement and Training:

· Requires collaborate between client and Accenture teams to agree on Agent Cockpit scenario, tools, and proper configuration, including:

· Laptop hardware – sourcing & requirements (both client and Accenture-provided) o Laptop software – like imagining of an Accenture laptop with client image, as well as support with common computer components like OS updates, VMs, collaboration tools, web browser, plugins, security software, etc.

· Planning, provisioning and setup of additional agent hardware and virtual environments, such as Tablet use, VDI access, physical networking keys, monitors and other supplementary end point or peripheral devices o Access to CRM, Telephony, Virtual Environment, and other critical “agent cockpit” sales tools. · Delivery specific platform access & testing (Leadership Hub, OneGlass, etc) o AI tool setup, training material consolidation and new use case identification.

Security Whitelisting and Access Exceptions:

· Ensure network security, client data protection, end point protection and other related cybersecurity requirements are met or exceeded, including:

· Proper whitelisting of required environments for access via Accenture hardware & Client images.

· Or, exception requests for access to Accenture solutions on client hardware & images o Plus consulting on any additional issues faced in implementation of agent cockpit for sales agents.

Agent Cockpit Optimization and Assessment:

· Assess effectiveness and utilization of Agent Cockpit solutions during agent delivery phases.

· Provide feedback on utilization effectiveness & roadblocks for both Accenture and client solutions o Recommend improvement steps for better adoption and utilization of “agent cockpit” solutions.

Agent Onboarding, Enablement, and Training:

· Collaborate with appropriate teams (Accenture ISMT, Client technology support, Delivery leadership) to ensure all agents are onboarded, enabled, and properly trained for all required agent technology and “agent cockpit” solutions.

· Ensure proper access and permissions needed for successful operation have been provided and tested prior to go live.

· During operational execution, assume all Accenture accountabilities for the Agent cockpit and/or act as the liaison to the client technology team to ensure agent onboarding, enablement, testing & training occurs throughout the life of the program