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Customer Service Innovation Technical Consultant

Job Location: TX - Dallas

Regional Description: Southwest

Job Number: 00595193


- Job description

Customer Service Innovation Technical Consultant

Communications, Media & Technology Industry Group 

Location: Dallas, Texas and Denver - South West


Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture, and make delivering innovative work part of your extraordinary career.

People in our Client & Market career track drive profitable growth by developing market-relevant insights to increase market share or create new markets. They progress through required promotion into market-facing roles that have a direct impact on sales.

Business & Technology Integration professionals advise upon, design, develop and/or deliver technology solutions that support best practice business changes

The Technology Consultant advises upon, lead and work on high impact activities within the systems development life cycle, and provide advisory work for the IT function itself.


Job Description

Customer Service professionals build on a customer-centric service strategy to deliver foundational organization, business process, and technology capabilities required to deliver an optimal customer service.

A professional at this position level within Accenture has the following responsibilities:
Adapts existing methods and procedures to create possible alternative solutions to moderately complex problems. 
Understands the strategic direction set by senior management as it relates to team goals. 
Uses considerable judgment to determine solution and seeks guidance on complex problems
Primary upward interaction is with direct supervisor. May interact with peers and/or management levels at a client and/or within Accenture.
Determines methods and procedures on new assignments with guidance
Decisions often impact the team in which they reside
Manages small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.

Travel:  It is our intention for our people to live where they work and work where they live. However, in the context of our profession and serving our clients there may be times when you will need to travel extensively.

Basic Qualifications

Minimum of 3 years of experience in the following:

  • Using customer analytics to determine customer preferences, needs and behaviors to cluster into related segments
  • Using channel analytics to track the customer experience across channels including IVR, Web, Retail, Call Center, Mobile and Social
  • Bringing the customer analytics and channel analytics together to develop differentiated Multi-Channel customer experience strategies and designs
  • Building business cases and calculating ROI on customer strategy initiatives Working on cross channel programs and building a consistent, cross channel customer experience
  • Previous experience with implementing robotics process automation (RPA) to enable self-service
  • Previous experience in designing and maintaining a technology roadmap to enable customer self-service through AI, chatbots and automation

Minimum of 3 years of experience in a consulting environment

Minimum of 2 years of previous project management experience inclusive of team leadership and project leadership

Bachelor's Degree required
Preferred Skills:
  • Experience in IVR, Web, chat, social media, mobile, retail, agent customer experience design
  • Multi-Industry customer experience analysis & design
  • Customer survey development & creation
  • Experience leading customer focus groups
  • Ability to monitize voice of the customer or customer experience
  • Experience with one or more RPA platforms (e.g. Blue Prism, Automation Anywhere, UIPath)

Professional Skill Requirements

 Proven success in contributing to a team-oriented environment. Proven ability to work creatively and analytically in a problem-solving environment. Desire to work in an information systems environment. Excellent leadership, communication (written and oral) and interpersonal skills

All of our consulting professionals receive comprehensive training covering business acumen, technical and professional skills development. You'll also have opportunities to hone your functional skills and expertise in an area of specialization. We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. 

Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity 
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.


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