Job Description

About Accenture: 

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all these services. We combine unmatched experience and specialized capabilities across more than 40 industries – powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 513,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. 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 sales and marketing strategies, design and implement loyalty solutions and help optimize our client’s customer loyalty program. Individuals must have good communication skills, knowledge in relevant technologies, innovative thinking and commitment to quality. 

Responsibilities:

  • Would be responsible for analyzing customer requests for Contact Center, provide solution recommendation especially On Premise and Cloud / Hybrid cloud Solutions.

  • Manage Contact Center Engagements (especially Genesys) across project delivery phases

  • Lead Business Proposals to work closely with Accenture teams and Vendors (if any) to respond to RFI’s and RFP’s

  • Manage Genesys capability with other Managers and help grow practice in terms of headcount, creating Point of Views, Develop assets to improve



Qualifications

  • Graduate of Bachelor's Degree in Engineering/Analytics

  • Minimum 7 years of experience working with Customer Service operations and Contact Center channels

  • Must have experienced in leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements

  • Must have experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys PureEngage / PureConnect/ Engage cloud, Genesys Cloud suite.

  • In depth knowledge and know-how of Customer Service Operations, Cross-industry experience is preferred. • Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Genesys Composer, Genesys Designer (Preferably in SIP framework)

  • Proactively identifying customer needs through a technical benefits assessment, carefully building the business value of the solution, in order to assist with overcoming potential objections to proposed technical solutions.

  • Assisting in the preparation and response to customer RFP requests, carefully qualifying the prospective deal for technical feasibility

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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