Descripción Del Puesto

Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: www.accenture.com/song

Come and work at the heart of change

We are looking for a Consultant with strong skills and knowledge about Digital Innovation applied to the Customer Service solutions.

This responsibility requires of different previous professional experiences on Customer Service solutions: Consulting, Digital Innovation, Presales, Solution Architecture, RFP/RFI creation, CC assessments and Project Delivery. Although previous experience on projects delivery is required, the responsibility will be focused on support the business development and dedicated to projects execution.

Key tasks and responsibilities:


Presales and Consultancy activities:


-- Provide advising on Customer Service Solutions' targeted complex pitches, briefs, workshops and/or other new business projects as requested by the digital Customer Service Group.
- Understand customer’s problems and offer innovative solutions working with DCS area.
- Driving the innovation of the business unit, helping on the presales, designing Technical Architectures, acting as interface between DCS group and business units.
- Participate in the extension of Accenture methodologies and develop any additional tools necessary to constantly seek improvement.



Requisitos

Basic qualifications:
5+ years with solid experience in Customer Service, Contact Center, IVR and Self-Service Solutions, with real knowledge on several of these areas:

- Digital Innovation solutions' for Customer Service services.
- CRM Integration.
- Workforce Management.
- Social Network messaging integration (Facebook, Twitter, Whatsapp, …)
- IVR, Speech Recognition, Semantics Recognition, Linguistic processing, Voice to text and text to voice, etc.
- Omni-channel experience and Self-service solutions.

Engineering or similar degree.
First class English communication skills (written, verbal, presentation).
Willingness to travel.

Experience required:
- Presales and consultancy support including proposal's writing and delivery.
- Previous working experience in big customers (Telecom, Banking & Insurance, Utilities, etc.) in the Customer Service area as solution provider, integrator or consultant firm.
- Solid experience working with cross-functional teams such as business developers, software development, marketing and media specialists, data scientists and technologists.
- Knowledge on Customer Service solution providers. (Magic Quadrant of Contact Center Infrastructure and Magic Quadrant of for the CRM Customer Engagement Center.
- Knowledge in Cloud Contact Center solution.


Personal skills:
- Passionate and enthusiastic about excellence, continually striving to exceed client expectations.
- Analytical and creative with strong influencing skills.
- Excellent communication skills, with the ability to maintain open, honest and trusting relationships.
- Able to multi-task and perform well under pressure.
- Careful attention to detail.

What’s in it for you:

Choose Accenture Song for a challenging and rewarding career where the variety of opportunities and projects allows you to develop your potential and grow professionally every day. The only place where you can learn from our unrivalled experience, working alongside talented colleagues.

We offer a competitive salary, an extensive benefits package which includes extra vacations days per year, medical and life insurance, opportunities to learn daily through training, assignments and collaboration with experts across the company, access to leading-edge technology and much more!

Todas las decisiones de empleo se tomarán sin importar la edad, raza, credo, color, religión, sexo, origen nacional, ascendencia, grado de discapacidad, estado de veterano, orientación sexual, identidad o expresión de género, información genética, estado civil, estado de ciudadanía o cualquier otro motivo o circunstancias protegidas por las leyes federales, estatales o locales.
Actualización Covid-19: La seguridad y el bienestar de nuestros candidatos, nuestra gente y sus familias sigue siendo una prioridad absoluta para nosotros. Hasta que las restricciones de movilidad lo permitan, las entrevistas continuarán realizándose virtualmente. 

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