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CN - Strategy - MC – C&C Services- 7

Job Location: Gurugram

Job Number: 38951


- Job description

About Capability Network:
If you are looking for a career with unparalleled global impact, then Accenture invites you to learn more about our rapidly expanding Capability Network. Over 2,000 management consulting and strategy professionals work in the Capability Network at Accenture. Based in a network of prominent locations, Capability Network professionals specialize in providing cutting-edge Industry and Functional expertise and leveraging the power of Accenture to bring measurable value to our clients worldwide.

Key responsibilities of the role:
Customer Interaction Analytics (CIA) is an offering in the C&C practice and will focus on the following
? Voice based analytics – Developing deep insights on consumers based on analysis of voice interactions
? Text based analytics – Developing insights on consumers based on text analytics which includes all digital interaction media (webchat, emails, forums, social media), forms, knowledgebase

Key duties and responsibilities include

? Developing the offering, capabilities and building assets in CIA space
? Mapping potential vendors (established and emerging) in this space
? Identifying key partners with whom Accenture can engage with
? Develop partnership and engagement models
? Create/Embed CIA opportunities in identified clients
? Design and Delivery of CIA solutions to clients and internal teams
Manage a team of consultants and analysts focused on CIA capabilities


• Experience in speech and text analytics solution design, delivery and operationalization of the same
• Functional and technical knowledge of solutions such as Nexedia, Nice, Verint, Call Miner and similar speech analytics solution
• In-depth knowledge and experience in analytics platform such as SAS, R, Cognos
• In-depth knowledge and experience in visualization technologies such as Tableau, Qlikview, BO
• Experienced in running analytics engagement for clients focused on customer service
• In-depth knowledge of customer service function and contact center industry
• Experience in running operations, business analytics, advisory functions in contact center industry – third party or captive
• Should have domain knowledge and at-least experience in one of the industry groups – CMT, FS, HPS
• Experience in multi-disciplinary design involving channels, people, process, policy, compliance/controls and technology
• Experience in developing solutions through CIA focusing on business areas such as CSAT/NPS improvements, FCR improvements, Cost Optimization, Churn Reduction and related business areas
• Experience in Identifying business requirements, requirements management, functional design, prototyping, process design (including scenario design, flow mapping), testing, training, defining support procedures and supporting implementations.
• Ability to create detailed business case and value realization frameworks for CIA solutions
• Experienced in leading a team of resources to deliver CIA solutions to clients specifically in International businesses working across countries
• Ability to worked with Bus. stakeholders (Process SMEs, Business Analyst and Technical Architects) - Organize workshop to collect and understand requirements along with System owner /Solution architecture
• Very strong communication skills and habits, demonstrating skills in sharing and explaining complex concepts, creative and pro-active thinking, and situational adaptation of these skills
• Desire to be hands-on and in the field, guiding implementations and teams in creating the best solution and ensuring the success of that solution
• Must be creative, innovative and be able to work in a fast-paced environment with the ability to abstract detail into larger patterns, familiarity with user-centered analysis and evaluation techniques
• Experience in working in large transformation programs
Experience in writing and publishing knowledge articles internally/externally such as white papers, thought leadership material, articles for business journals#
MBA from reputed institutions#

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