Job Title - GN - SONG - Service - Genesys - Analyst

Management Level: 11-Analyst

Location: Pune, PDC3B

Must-have skills: Design

Good to have skills: Genesys PureConnect, Genesys Engage, Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.)

Job Summary:

This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions.

Roles & Responsibilities:

Develop and execute technology transformation strategies, oversee implementation projects, and optimize digital capabilities for business efficiency.

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest?

Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting – Global Network’s SONG practice.

You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance.

As part of these, you will

Functional Experience: Ability to analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions

Industry Experience: Knowledge & Experience in any of industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources

Use in depth understanding of Genesys Cloud/Engage: Ability to work in high-paced and complex projects.

Apply understanding of CC Customer Service processes:  Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.)

Deploy thorough understanding of Genesys Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Genesys tools including Architect, Admin, Collaborate

Bring your best skills forward to excel at the role:

Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Genesys Cloud/Engage.

Plan, design, implementation, configuration of Genesys Cloud CX(PureCloud)/Engage

Experience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services

Integration of Genesys cloud CX with enterprise systems

Developing custom applications using Genesys platform SDK/APIs

Work Experience related to CICD tools.

Easily work in high-paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs

Deploy a strong designing skill: Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...), quality monitoring, WFM, Gamification, BYOC Edges, Recording etc.

Maximize application design and development experience: Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.

Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Architect/Composer/Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Cloud/Engage administration & application development.

What’s in it for you?

An opportunity to work on transformative projects with key G2000 clients

Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.

Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.

Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities

Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

About Accenture:

Professional & Technical Skills:

- Relevant experience in the required domain. 

- Strong analytical, problem-solving, and communication skills. 

- Ability to work in a fast-paced, dynamic environment.

Additional Information:

- Opportunity to work on innovative projects. 

- Career growth and leadership exposure.

About Our Company | Accenture