Job Description

“The future workforce is an equal one – we are setting the goal to achieve a gender balanced workforce by 2025. Find out more here.”  https://www.accenture.com/my-en/about/inclusion-diversity/gender-equality.

About Accenture

Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centres. Our 506,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.

About Capability Network: 

Part of Strategy & Consulting, the Capability Network is a global distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Approximately 3,600 consultants are part of this rapidly expanding network, providing specialized and strategic industry and functional consulting expertise from key locations around the world. Our Capability Network teams complement Accenture’s in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information, visit www.accenture.com/capabilitynetwork

Practice Overview: 

The Customer Sales & Service functional team is aligned to the Capability Network division of Accenture and works with clients across its marketing, sales, and services department. The team provides transformation services across three key offerings: Marketing Transformation,  Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing and sales strategies and thereby optimizing their cost to serve, thus improving revenue per customer. 

The team is comprised of individuals who have an in-depth understanding of marketing, sales and services functions and experience across various industries like Communications and High Tech, Banking, Insurance, Energy, Utilities and Retail.  

We are looking for passionate and driven individuals who will help define marketing and campaign strategies, design and implement Campaign Management/Martech/AdTech solutions and help optimize our client’s marketing campaigns and operations. Individuals must have good communication skills, knowledge in relevant technologies, innovative thinking, and commitment to quality.  

Responsibilities: 

  • Would play a role of Genesys solution consultant and if required, should be able to perform hands on delivery of customer interaction solution (Genesys)

  • Involved in pre-sales activities including Response to RFPs, creating proof of concepts, creating effective presentations, demonstrating solutions during client Orals, Effort and Cost Estimation process etc.

  • Be a member and/or lead project delivery workstream across phases

  • Involved in practice specific initiatives including - creating point of views, creating re-usable assets on Contact Center space, perform analysis on Industry research, Market trends, bring-in innovative solutions etc.



Qualifications

Qualifications and Experiences:

  • Minimum 2 to 6 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on PureConnect/PureEngage/PureCloud suite.

  • Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Interaction Designer/Interaction Attendant, Genesys Composer

  • Experience in designing and implementing key business processes in the domain of Customer Services

  • Experience in Genesys PureConnect administration & application development using Interaction Designer

  • Experience in Genesys Infrastructure (including but not limited to PureConnect IC, Media Server, Reporting, WFM, Dialer, Genesys WFM, PureConnect ISR/TTS, Interaction Feedback, Interaction Analyzer)

  • Experience in leveraging Genesys product solution to automate customer service processes like Task Routing, Interaction Routing, CTI, Reporting etc.

  • Experience in implementing Genesys Interaction Connect or Genesys Interaction Desktop or CRM (SAP, Salesforce) integrated Desktop

  • Experience in Web Integrated Orchestration applications integrating with AI for Natural Language processing

  • Experience in cutting edge technologies including Bot, AI, RPA systems will be a plus

  • Experience on auxiliary systems such as WFM, Recording, Virtual Hold will be a plus

  • Technical exposure to contact center and overall customer service area.

  • In depth understanding of Genesys Pure Connect Release 2017/2018

  • Ideal candidate can work in high-paced and complex projects understanding industry specific Customer Service processes, operations and functional needs

  • Candidate should have thorough skills to manage stakeholder expectations and be engaging in resolving issues, risks for the success of the project

  • The ideal candidate will 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...)

  • Candidates who fit this profile will have a minimum of 2 to 6 years of application design and development experience implementing in the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.

  • Extensive leading-edge expertise in implementing multichannel (IVR, Callback, Web, Email, Chat, SMS, Social Media etc..) contact center applications using Genesys tooles including Composer, Designer and GAX

  • Thorough understanding of Genesys Framework, Integration with internal and external components

  • Technical exposure to contact center and overall customer service area.

  • In depth understanding of Genesys Pure Connect Release 2017/2018

  • Ideal candidate can work in high-paced and complex projects understanding industry specific Customer Service processes, operations and functional needs

  • Candidate should have thorough skills to manage stakeholder expectations and be engaging in resolving issues, risks for the success of the project

  • The ideal candidate will 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...)

  • Candidates who fit this profile will have a minimum of 2 to 6 years of application design and development experience implementing in the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.

  • The following characteristics are sought:

  • Extensive leading-edge expertise in implementing multichannel (IVR, Callback, Web, Email, Chat, SMS, Social Media etc..) contact center applications using Genesys tooles including Composer, Designer and GAX

  • Thorough understanding of Genesys Framework, Integration with internal and external components

  • Delivery credentials for Self Service and Analytics solutions enabled with speech-based interfaces and dynamic menu based on customer treatment strategies

  • Deep knowledge of multiple Self Service and speech recognition vendor’s offerings, strengths, and weaknesses, including hands-on experience with products from leading vendors such as Genesys and Nuance

  • Knowledge of PureConnect Reporting and Analytics (Interaction Analyzer)

  • Knowledge on Intelligent Process Automation (IPA)

  • Ability to work on Business proposals from solutioning, effort estimation standpoint and demonstrate solutions during client orals

  • Candidate must be a Genesys certified professional in one or more focused solution area (Inbound, Outbound, multi-channel, Reporting, etc.)

  • Excellent communications & presentation skills

  • Performance/Status reporting

  • Problem Solving and Conflict Management

  • Ability to work effectively in a remote, virtual, global environment

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.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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