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GN - SONG - Service – Nice CX One - Analyst
Gurgaon
Job No. r91480
Full-time
Job Description
The Strategy & Consulting Global Network Song Practice | Nice CXone- Analyst
Join our team of Strategy and Consulting Global Network Song consultants who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change.
Practice: Strategy & Consulting Global Network Song I Areas of Work: Nice CXone| Level: Analyst | Location: Gurgaon, Mumbai, Bangalore, Hyderabad, Chennai, Pune | Years of Exp: 1-4 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 Practice – A Brief Sketch
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 work on transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. 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:
- Use cross domain functional exposure: Experience in contact center and overall customer service area, working in high-paced and complex projects and understanding industry specific Customer Service processes, operations and functional needs.
- Deploy thorough skills to manage stakeholder expectations: Engage in resolving issues, risks for the success of the project, 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...)
- Apply application design and development experience: Knowledge of implementing the orchestration platform of Contact Center Solution preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self-Service vendor organizations, or leading consulting firms.
- Deep dive with leading-edge expertise in implementing multichannel: Experience across IVR, Callback, Web, Email, Chat, SMS, Social Media etc. contact center applications using Contact Center Solution tools.
- Maximize thorough understanding of Contact Center Solution Framework: Integration with internal and external components, API integrations, understanding of Java, WebServices, Containerization (Kubernetes), deep knowledge of multiple contact center and speech recognition vendor platforms including hands-on experience with products.
Bring your best skills forward to excel at the role:
- Experience across functional and technical Voice and Non-Voice solutions: SMS, Email, Chat, web etc. applications solutions using application development tools.
- Experience and knowledge of Contact Center Solution Infrastructure Components: Those around routing, reporting, recording, multi-media (SMS, email, chat) WhatsApp, outbound, callback & inbound IVR solutions, chatbot, voice Bot
- Knowledge of Web Integration with Orchestration applications: Use AI and Natural Language processing (NLU Engines), knowledge of cutting-edge technologies including chat and voice Bot, AI, RPA
- Experience in auxiliary systems: Including WFM, Recording, Virtual Hold, Quality Management will be a plus.
Read about us
Qualifications
Your experience counts!
- 1-4 years of experience across in depth functional and technical areas on delivering Voice and Non-Voice solutions e.g. (SMS, Email, Chat, web etc.) applications solutions using application development tools.
- Experience in implementing at least 1 NICE inContact / CXone project a must (which involves integration with CRM as well as Agent screen pop), design and application experience on implementing multichannel self-service/IVR and DFO solution.
- Experience in automating, designing and implementing key business processes in the domain of Customer Services, Contact Center Solution Cloud administration & application development using Contact Center Solution Interaction Designer
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 www.accenture.com
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 https://www.accenture.com/in-en/careers
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.
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