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

About Accenture:
Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations with more than 469,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$41.0 billion for the fiscal year ended Aug. 31, 2018. You can visit us at

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.

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

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Practice Overview:
The Customer Sales & Service team is aligned to the Consulting division of Accenture and works with our client’s sales and marketing organization. The team provides transformation services across five key offering namely Intelligent Marketing, Connected Commerce and Next Generation Customer Care. These services help our clients optimize their cost to serve and improve revenue per customer.
The team is comprised of individuals who have great understanding of customer services function and span across various industries like CHT, FS, Utilities and Retail. The team leverages their diversified skills to deliver projects that helps drive quantifiable value to our clients.
We are looking for passionate and driven individuals who will help define service strategies, design and implement contact center 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
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Principal Duties And Responsibilities: Would be responsible for delivery of design and delivery in Customer Services domain including • Direct and manage project development and delivery from beginning to end. Set and continually manage project expectations with team members and stakeholders. • Define project scope, goals and deliverables that support business objectives in collaboration with internal stakeholders as well as customers and partners. • Develop project plans, diagrams, and communications documents. • Estimate the resources and participants needed to achieve project goals. Negotiate with other department managers and implementation managers for the allocation of required staff. • Identify and manage project dependencies and critical path. • Plan and schedule project timelines and milestones using appropriate tools. Track deliverables. • Develop and deliver progress reports, proposals, requirements documentation, and presentations. • Proactively manage changes in project scope, identify potential crises, and devise contingency plans. • Build, develop, and grow any business relationships vital to the success of the project. • Collect sign-off confirming the customer's agreement on project completion and "acceptance". • Conduct project post mortems and create a recommendations report in order to identify successful and unsuccessful project elements. • Develop best practices and reusable tools for project execution and management. Qualifications: • Bachelor’s degree in related field or equivalent experience. MBA would be good to have. Experience: • 4-6 years’ experience in project management or technically relevant occupation • Experience in call recording or telephony industry • Experience in implementing at least 1 NICE inContact / CX One project a must (which involves integration with CRM as well as Agent screen pop) • Consulting experience (Optional) Key Competencies and Skills: The ideal candidate will possess a strong and well-established record of accomplishment in designing and delivering speech analytics solutions and/or platforms • Strong project management skills in planning and coordination for timely delivery • Good understanding of principles, theories, practices and techniques for managing project work load and analysis needed for key deliverables • Excellent verbal and written communication • Ability to motivate and encourage a project team • Critical thinking and problem solving skills • Understanding of technology and software development cycle • Resource management skills • Risk management skills • Ability to make independent and sound decisions • Financial and budget competencies • Organized and comfortable planning several months in advance • Creation of business case including ROI generation and project management of solution deployment Additional Information: Flexibility to be based in Bangalore/Gurgaon/ Mumbai/ Hyderabad

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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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