CN - Strategy - MC - CS&S - Genesys - 09
Bengaluru
JOB NO. 50834
Job Description
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 514,000 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
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 509,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value About across their enterprises. Visit us at www.accenture.com
About Capability Network:
Capability Network is a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Approximately 3,000 consultants are part of this rapidly expanding network, providing specialized and strategic industry and functional consulting expertise from key locations around the world. Our Capability Network teams complement out in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world.
Join the Capability Network and always have the backing of the established brand of Accenture to deliver large scale transformational change. Grow your career and experience a stimulating, fast-paced environment working with prestigious clients on diverse projects to solve significant business challenges. You will deliver lasting impact as you work as part of a highly-specialized team, combining overseas client-site work with opportunities based locally, and contribute to high performance through continuous collaboration and knowledge sharing. For more information visit www.accenture.com/capabilitynetwork.
Strategy Capability Network Videos:
Video title External link
Accenture Capability Network https://www.youtube.com/watch?v=-92pvOH1d_k
Accenture Capability Network Sales and Customer Service https://www.youtube.com/watch?v=bGqy8Wrlkdg
https://www.accenture.com/us-en/careers/capability-network
Accenture in One Word https://www.youtube.com/watch?v=t1Fo8uNWZ-0
Practice Overview:
The Customer Sales & Service is a functional team aligned to the Capability Network division of Accenture and works with clients across their marketing, sales, and services department. The team provides transformation services across three key offerings namely Living Marketing, Connected Commerce, and Next Generation Customer Care. These services help our clients becoming living businesses by optimizing their marketing and sales strategies and thereby optimizing their cost to serve finally improving revenue per customer.
The team is comprised of individuals who have an in-depth understanding of marketing, sales, and services function and span across various industries like Communications and High Tech, Banking, Insurance, Energy, Utilities and Retail.
We are looking for passionate and driven individuals who will help define service strategies, design and implement contact center or CRM solutions and help optimize our client’s service operations. Individuals must have good communication skills, knowledge in relevant technologies, innovative thinking and commitment to quality.
Skill Overview:
• Candidates need to have an understanding of configuring Genesys PureCloud, PureCloud BYOC Cloud, BYOC on-prem solution
• Sound experience on developing flows using Genesys Architect
• Deep functional and technical understanding of APIs and related integration with external NLU services
• Exposure to NLU engines and Genesys cloud integration with AI platforms like Google CCAI, Dialog flow, Amazon Lex etc
• Functional and technical understanding of building API based integrations with Salesforce, MS Dynamics, Bot platforms
Skill/Operating Group Genesys [C&C] Level Analyst/Consultant
Location Bangalore Travel Percentage Expected Travel could be anywhere between 0-100%
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 514,000 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
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 509,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value About across their enterprises. Visit us at www.accenture.com
About Capability Network:
Capability Network is a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Approximately 3,000 consultants are part of this rapidly expanding network, providing specialized and strategic industry and functional consulting expertise from key locations around the world. Our Capability Network teams complement out in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world.
Join the Capability Network and always have the backing of the established brand of Accenture to deliver large scale transformational change. Grow your career and experience a stimulating, fast-paced environment working with prestigious clients on diverse projects to solve significant business challenges. You will deliver lasting impact as you work as part of a highly-specialized team, combining overseas client-site work with opportunities based locally, and contribute to high performance through continuous collaboration and knowledge sharing. For more information visit www.accenture.com/capabilitynetwork.
Strategy Capability Network Videos:
Video title External link
Accenture Capability Network https://www.youtube.com/watch?v=-92pvOH1d_k
Accenture Capability Network Sales and Customer Service https://www.youtube.com/watch?v=bGqy8Wrlkdg
https://www.accenture.com/us-en/careers/capability-network
Accenture in One Word https://www.youtube.com/watch?v=t1Fo8uNWZ-0
Practice Overview:
The Customer Sales & Service is a functional team aligned to the Capability Network division of Accenture and works with clients across their marketing, sales, and services department. The team provides transformation services across three key offerings namely Living Marketing, Connected Commerce, and Next Generation Customer Care. These services help our clients becoming living businesses by optimizing their marketing and sales strategies and thereby optimizing their cost to serve finally improving revenue per customer.
The team is comprised of individuals who have an in-depth understanding of marketing, sales, and services function and span across various industries like Communications and High Tech, Banking, Insurance, Energy, Utilities and Retail.
We are looking for passionate and driven individuals who will help define service strategies, design and implement contact center or CRM solutions and help optimize our client’s service operations. Individuals must have good communication skills, knowledge in relevant technologies, innovative thinking and commitment to quality.
Skill Overview:
• Candidates need to have an understanding of configuring Genesys PureCloud, PureCloud BYOC Cloud, BYOC on-prem solution
• Sound experience on developing flows using Genesys Architect
• Deep functional and technical understanding of APIs and related integration with external NLU services
• Exposure to NLU engines and Genesys cloud integration with AI platforms like Google CCAI, Dialog flow, Amazon Lex etc
• Functional and technical understanding of building API based integrations with Salesforce, MS Dynamics, Bot platforms
Skill/Operating Group Genesys [C&C] Level Analyst/Consultant
Location Bangalore Travel Percentage Expected Travel could be anywhere between 0-100%
Qualifications
Qualifications: • Bachelor’s degree in related field or equivalent experience.
Experience: • Minimum 2 to 6 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on PureConnect/PureEngage/PureCloud suite.
• Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Interaction Designer/Interaction Attendant, Genesys Composer
• Experience in designing and implementing key business processes in the domain of Customer Services
• Experience in Genesys PureConnect administration & application development using Interaction Designer
• Experience in Genesys Infrastructure (including but not limited to PureConnect IC, Media Server, Reporting, WFM, Dialer, Genesys WFM, PureConnect ISR/TTS, Interaction Feedback, Interaction Analyzer)
• Experience in leveraging Genesys product solution to automate customer service processes like Task Routing, Interaction Routing, CTI, Reporting etc.
• Experience in implementing Genesys Interaction Connect or Genesys Interaction Desktop or CRM (SAP, Salesforce) integrated Desktop
• Experience in Web Integrated Orchestration applications integrating with AI for Natural Language processing
• Experience in cutting edge technologies including Bot, AI, RPA systems will be a plus
• Experience on auxiliary systems such as WFM, Recording, Virtual Hold will be a plus
Important Notice
We have been alerted to the existence of fraudulent messages asking job seekers to set up payment to cover various costs associated with establishing employment at Accenture. No one is ever required to pay for employment at Accenture. If you are contacted by someone asking for payment, please do not respond, and contact us at india.fc.check@accenture.com immediately.
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.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
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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