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CN - Strategy - MC – C&C Services- 7

Job Location: Bengaluru

Job Number: 40717


- 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:

• Would be responsible for analyzing customer requests for Genesys Contact Center, provide solution recommendation especially On Premise and Cloud Solutions.
• Manage Contact Center Engagements (especially Genesys) across project delivery phases
• Lead Business Proposals to work closely with Accenture teams and Vendors (if any) to respond to RFI’s and RFP’s
• Manage Genesys capability with other Managers and help grow practice in terms of headcount, creating Point of Views, Develop assets to improve operational efficiency and/or Customer experience for our clients

• Experience: 2 to 6 years
• Minimum 7 years of experience working with Customer Service operations and Contact Center channels
• Must have experienced in leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements
• Must have experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys PureEngage / PureConnect suite.
• In depth knowledge and know-how of Customer Service Operations, Cross-industry experience is preferred.
• Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Genesys Composer, Genesys Designer (Preferably in SIP framework)
• Proactively identifying customer needs through a technical benefits assessment, carefully building the business value of the solution, in order to assist with overcoming potential objections to proposed technical solutions.
• Assisting in the preparation and response to customer RFP requests, carefully qualifying the prospective deal for technical feasibility
• Knowledge of on-premise and cloud economics which includes pricing strategy of different Genesys on-premise and cloud solutions and providing detailed TCO
• Experience in Genesys Cloud administration & application experience using Genesys Designer
• Experience in Genesys Framework Component (including but not limited to GVP, eServices, GRE, SIP, URS, Info Mart, GMS, OCS, GPlus Integrations etc.)
• Experience in leveraging Genesys product solution to automate customer service processes like Task Routing, Interaction Routing, CTI, Reporting etc.
• Experience in Web Integrated Orchestration applications integrating with AI for Natural Language processing
• Professional services or engineering background with CRM and/or Contact Center solutions
• Experience on auxiliary systems such as WFM, Recording, Virtual Hold will be a plus
• Experience in cutting edge technologies including Bot, AI, RPA systems will be a plus
Experience working with large team in different geographies on agile projects
• Bachelor’s degree in related field or equivalent experience • MBA is good to have

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.

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