Nice CXOne Consultant/Manager

Are you ready to take your career to new heights? At the Global Network, we are more than just a team; we are a thriving community of over 10,000 professionals operating from key locations around the world. We specialize in providing top-tier consulting expertise across various industries and functional areas, including life sciences, energy, supply chain operations, finance, and talent management.
 

Why Choose Us?

Global Exposure: Work on international projects and gain invaluable insights into diverse cultures and business practices.

Specialized Development: We don’t just work across broad spectrums; we ensure you develop deep expertise in specific areas of management consulting, enhancing both your professional value and expertise.

Dynamic Work Environment: Our work is fast-paced and challenging, pushing you to grow quickly and continuously improve. It’s not just about meeting expectations; it’s about exceeding them and making a significant impact.

Innovation at the Core: At the Global Network, innovation isn't just a buzzword—it's a fundamental part of how we operate. We leverage cutting-edge technologies and innovative strategies to solve complex problems and deliver novel solutions that keep our clients ahead in a rapidly changing world.

We are driven by a commitment to excellence and a passion for delivering results that matter. If you are ambitious, talented, and ready for a challenge, we want to hear from you. Reach out, join our network, and start a conversation that could lead to your next big opportunity.

Let’s build a better future together! 
 

The 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 Marketing Transformation, Commerce & Sales, Service and D&DP. 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.

Areas of Work: Nice CXone Contact Centre Solutions and Pre-Sales

You will collaborate closely with our clients as a consulting professional, helping to design, build, and implement strategic initiatives that enhance customer service operations and elevate the overall customer experience. Leveraging industry expertise and cutting-edge technologies, you will play a key role in transforming customer engagement strategies to drive measurable improvements in both business performance and customer satisfaction. In this role, you will be responsible for leading the following key areas

• Use cross domain functional exposure: Experience in contact center and overall customer Experience area, working in high-paced and complex projects and understanding industry specific Customer Experience processes, operations and functional needs.

• Incorporate Generative AI to transform customer experience: Bring forward-thinking innovation by integrating Generative AI capabilities into contact center and self-service solutions. Apply GenAI to drive intelligent automation, enhance agent-assist tools, personalize customer interactions, and unlock new levels of operational agility and efficiency.

• 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.

• 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.

• Demonstrate a strong curiosity and willingness to learn new technologies: Stay ahead of the curve by proactively exploring emerging technologies, tools, and trends in the Customer Experience management and AI landscape, with a growth mindset and a passion for innovation.

Professional & Technical Skills:

• Experience across functional and technical Voice and Non-Voice solutions: Conversational AI, NLU, NLP, 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.

• Use strong project management skills: Leverage good understanding of principles, theories, practices and techniques for managing project workload and analysis needed for key deliverables

• Deploy understanding of technology and software development cycle: Apply critical thinking, resource management and problem-solving skills.

• Create valid business cases: ROI generation and project management of solution deployment, being organized and comfortable planning several months in advance