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GN - SONG - ACE - Platforms - Experience - Consultant

Bengaluru Job No. r90834 Full-time
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Please be informed that at any given point in time, you can only have one "Active" application.

Please be informed that at any given point in time, you can only have one "Active" application.

Job Description

The Strategy & Consulting Global Network Song Practice | Salesforce Einstein Analytics

Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change.

Practice: SONG I Areas of Work: Salesforce Business Analyst/Functional Consultant - SFDC |  Level: Analysts/ Consultant | Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp: 2 –6 years

Explore an Exciting Career at Accenture

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’s Customer, Sales & Service practice.

The Strategy & Consulting Global Network Song practice is aligned to the Global Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

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 drive the following

  • Serve as CRM solution consultant and if required, perform hands-on delivery of customer interaction solution (Service Cloud, Einstein Analytics, Sales Cloud etc)
  • Deploy understanding of detailed SFDC configuration: Use customization and SFDC architecture & landscape
  • Use prior experience with Salesforce lightning configuration: Apply thorough knowledge & hands-on experience of Salesforce Service cloud features i.e. Lightning Console, Live Agent, Mobile, Communities, Knowledge Management, Routing, CTI etc.
  • Work with the client and implementation team: for conduct design sessions, require gathering and grooming, give regular working demo’s to all stakeholders, solution design and implementation activities
  • Be a member and/or lead the project delivery workstream across phases
  • Extensive Salesforce Implementation and Enhancements: Across life cycle with multiple geographies and work as a CRM solution consultant
  • Provide best practices direction and implement approach based on Salesforce standards
  • Develop innovative, fact-based and achievable strategies and operating models after evaluation of multiple strategic options.
  • Develop knowledge of prevailing trends, financials and operating drivers across multiple industry segments.
  • Einstein knowledge good to have
  • Participate in pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc.
  • Participate in practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends and bringing in innovative solutions, etc.

Bring your best skills forward to excel at the role:

  • Leverage expertise in designing key tools: Apply the 2-6 years of expertise in Salesforce Lightning Service Console, Case Management, Telephony Integration, Omni-Channel Routing, Service Analytics, Sales and Service Process and Automation
  • Enable Salesforce solution: Apply this to facilitate solution build on SFDC ecosystem (Sales Cloud, Service Cloud, FSL, CPQ, etc.)
  • Apply key business Analysis skills: Focus on process analysis and designing/redesigning Sales and Service processes with the purpose of resolving process bottlenecks and pain areas
  • Hands-on with Salesforce Service Cloud/Sales Cloud, Salesforce CPQ, Salesforce Field Service lightning – Einstein knowledge Good to Have
  • Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements
  • Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations and functional needs
  • Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project
  • Thorough understanding of Salesforce Framework and integration with internal and external components. Technical implementation experience – not mandatory.
  • Maximize deep skills to manage stakeholder expectations: Engage in resolving issues and risks for the success of the project and Salesforce Framework and integration
  • Deep dive with Salesforce certification: Certification in one or more these focused solution areas- Service Cloud, Sales Cloud, Marketing cloud, Field Service lightning, Einstein Analytics etc.

Read about us


Your experience counts!

  • MBA from a tier 1 institute
  • 2-6 years of experience in contact center data analytics including overall understanding of Customer Care / Contact Center setup and deep understanding of its overall functioning.
  • Deep experience in managing omni channel data along with contact center data, including extracting reports from multiple sources and merging complex data. Proficiency in SQL, basic understanding of R/Python, MS office and knowledge of visualization tools like Sprinklr, Tableau & Power BI is preferred
  • Must have strong business & data analytics skills and excellent communication and presentation skills

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:

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at

About Accenture Strategy & Consulting:

Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Capability Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Capability Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit

Accenture Global Network Song  | Accenture in One Word

At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.

Please be informed that at any given point in time, you can only have one "Active" application.

Please be informed that at any given point in time, you can only have one "Active" application.

What people are saying about us

"Best Company to work with"

Current Employee - Software Test Engineer in Bangalore


Pros: best work place, flexible timing, work from home

Cons: Work life balance depends upon the project. Full Review



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