Job Description

About Accenture:
Accenture is a leading global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries,we offer Strategy and Consulting, Interactive, Technology and Operations services - all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 674,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at

Skill Overview
Candidates need to have:
• Good understanding of contact center technology landscape.
• Deep expertise on Microsoft Dynamics 365 Customer Service module
• Sound knowledge in enabling Omnichannel Voice within MSD 365 Customer Service
• Deep functional and technical understanding of MSD 365 Customer Service -Omnichannel voice capabilities including -Virtual Agent, AI-based routing, 360-degree customer view of omni-channel capabilities, Real time transcriptions, Live Sentiment analysis, AI-driven recommendations, real time translations, Customer Service reporting etc
• Has worked on MSD 365 Customer Service modules like customer service automation that streamlines case and knowledge management.
• Functional and technical understanding of building API-based integrations with Salesforce, Service Now, AWS and other Bot platforms

Skill/Operating Group Cloud CC Level Analyst/Consultant
Location Bangalore/Gurugram/Pune
/Chennai/Hyderabad Travel Percentage Expected Travel could be anywhere between 0-100%

Principal Duties
and Responsibilities: • Work on creating business case for journey to cloud, cloud strategy, cloud contact center vendor assessment activities
• Work on creating Cloud transformation approach for contact center transformations
• Work along with Solution Architects for architecting cloud contact center technology with Microsoft Cloud platform
• Work on enabling cloud contact center technology platforms for global clients specifically on Microsoft Dynamics 365 Customer Service (Omnichannel Voice)
• Work on innovative assets, proof of concept, sales demos for Microsoft Dynamics 365 Customer Service
• Support MS Dynamics offering leads in responding to RFI’s and RFP’s
Qualifications: • Bachelor’s degree in related field or equivalent experience
Experience: • Minimum 2-9 years of experience in delivering software as service or platform as a service projects related to Microsoft Dynamics 365 Customer Service
• Hands-on experience working on the design, development and deployment of contact center solutions at scale with other cloud platforms like AWS.
• Hands-on development experience with cognitive AI service such Conversational Power Virtual Agent
• Working knowledge of one of the programming/scripting languages such as Node.js, Python, Java
• Experience in setting up Microsoft cloud instances, account / users with security profiles and designing applications
• Experience in taking a leading role for building contact center applications that have been successfully delivered to customers

Key Competencies and Skills: The following characteristics are sought:
• Understand customer challenges and requirements, ability to address these challenges/requirements in a differentiated manner.
• Help the team to implement the solution, sell, deliver cloud contact center solutions to clients.
• Excellent communications skills
• Ability to develop requirements based on leadership input
• Ability to work effectively in a remote, virtual, global environment
• Ability to take new challenges and a passionate learner
Additional Information: Flexibility to be based in Bangalore or Gurugram or Pune or Chennai or Hyderabad and travel when required



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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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