- 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.
<br/><br/>• Graduate of Bachelor’s Degree
<br/><br/>• 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.
<br/><br/>• Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Interaction Designer/Interaction Attendant, Genesys Composer
<br/><br/>• Has experience in the following:
o Experience in designing and implementing key business processes in the domain of Customer Services
o Experience in Genesys PureConnect administration & application development using Interaction Designer
o 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)
o Experience in leveraging Genesys product solution to automate customer service processes like Task Routing, Interaction Routing, CTI, Reporting etc.
o Experience in implementing Genesys Interaction Connect or Genesys Interaction Desktop or CRM (SAP, Salesforce) integrated Desktop
o Experience in Web Integrated Orchestration applications integrating with AI for Natural Language processing
o Experience in cutting edge technologies including Bot, AI, RPA systems will be a plus
o Experience on auxiliary systems such as WFM, Recording, Virtu
Equal Employment Opportunity Statement
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.