GN - SONG - Service - Nice CX One - Consultant
Job Title - (Nice cxone) + (Level 9- Consultant) +( S&C GN)
Management Level: 9-Team Lead/Consultant
Location: Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad
Must-have skills: Nice cxone, contact center, nice, cxone
Good to have skills: Ability to leverage design thinking, business process optimization, and stakeholder management skills.
Job Summary:
This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions.
Roles & Responsibilities:
Provide strategic advisory services, conduct market research, and develop data-driven recommendations to enhance business performance.
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
- Use understanding of contact center framework- Work in high-paced and complex projects along with understanding industry specific customer service processes, operations and functional needs of the project.
- Deploy customer service concepts and contact center skills: Manage stakeholder expectations and engage in resolving issues and risks for the success of the project
- Design and deliver customer interaction solutions across: Apply across various interaction channels (IVR, web, email, chat, SMS, Social Media etc...)
- Apply leading-edge expertise in implementing omni-channel/multichannel applications: Experience across IVR, Callback, Web, Email, Chat, SMS, Social Media etc. contact center applications using dev tools e.g., Designer
- Maximize understanding of CC Framework: Deep dive into integration with internal and external components, API integrations, understanding of Java and Webservices.
- Use deep knowledge of multiple self-service and speech recognition vendors’ offerings: Knowledge of both real-time and historical reporting and analytics, managing routing rules, conversational & contextual services, back-office workload distribution, agent desktop applications.
Bring your best skills forward to excel at the role:
- Sound and expert understanding of Contact Center solutions: Components both for on premise and cloud solution types, in depth experience in designing and implementing key business processes in the domain of Customer Services
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.
Experience: 4-8 years
Educational Qualification: Engineering Degree or MBA from a tier 1 institute
Bengaluru
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.
Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.