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Capability Network Customer & Channels Manager - Genesys

Job Location: CA - San Diego, CA - San Francisco, DC, DC - Washington, GA - Atlanta, IL - Chicago, MA - Boston, NC - Raleigh, NJ - Florham Park, NY - New York, TX - Dallas, TX - Houston

Regional Description: Northeast

Job Number: 00655431


- Job description

Title: Capability Network Customer & Channels Consultant - Genesys

Location: Negotiable/Flexible

Travel: 80%


Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations with more than 373,000 people serving clients in more than 120 countries. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with clients to help them become high-performance businesses and governments. The company generated net revenues of US$31.0 billion for the fiscal year ended Aug. 31, 2015. You can visit us at
About Capability Network:
If you are looking for a career with unparalleled global impact, then Accenture invites you to learn more about our rapidly expanding Capability Network. Over 2,000 management consulting and strategy professionals work in the Capability Network at Accenture.  Based in a network of prominent locations, Capability Network professionals specialize in providing cutting-edge Industry and Functional expertise and leveraging the power of Accenture to bring measurable value to our clients worldwide.
Join the Capability Network and always have the backing of the established brand of Accenture to deliver large scale transformational change. Grow your career and experience a stimulating, fast-paced environment working with prestigious clients on diverse projects to solve significant business challenges.  You will deliver lasting impact as you work as part of a highly specialized team, combining overseas client-site work with opportunities based locally, and contribute to high performance through continuous collaboration and knowledge sharing.  For more information visit
Practice Overview: The Customers & Channels Capability is aligned to the Capability Network division of Accenture and works with our client’s services organization. The team provides transformation services across five key offering namely Digital Sales, Service & Marketing; Retention and growth; Field Services; Contact channels and CRM Operations. These services help our clients optimize their cost to serve and improve revenue per customer.
The team is comprised of individuals who have great understanding of customer services function and span across various industries like CHT, FS, Utilities and Retail. The team leverages this diversified skill to deliver projects that helps drive quantifiable value to our clients.
We are looking for passionate and driven individuals who will help define service strategies, design and implement contact center or CRM solutions and help optimize our client’s service operations. Individuals must have good communication skills, knowledge in relevant technologies, innovative thinking and commitment to quality.
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 (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).

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.
  • Bachelor’s Degree
  • Minimum of 5 years work experience in Contact Center Infrastructure, Application, Contact Center Operations and Business Process

Basic Qualifications

  • Minimum of 3 years of client facing consulting experience  and  experience designing and developing customer service and channel application on Genysys PureEngage/PureConnect/PureCloud platforms
  • Functional hands on experience in voice and non-voice (SMS, EMAIL, CHAT)’ Application solutioning using Genysys Composer and/or Genysys Designer
Preferred Experience
  • MBA 
  • Cross-industry experience is preferred
  • Proven experience of understanding the client context, conducting design workshops and preparing functional/technical solution blueprint
  • Experience in Genesys PureCloud administration & application development
  • Experience in Genesys Framework Component (including but not limited to GVP, eService, GRE, SIP, URS, Info Mart, GMS, OCS, GPlus Integrations, etc.)
  • Experience in leveraging Genesys product solution to automate customer service processes like Task Routing, Interaction Routing, CTI Reporting, etc.
  • Experience on Auxilary systems such as CRM, WFM, Speech Analytics, Virtual Hold and in cutting edge technologies including BOT, AI,RPA systems is a plus
  • Working knowledge of capabilities of leading other platform providers such as Cisco, Amazon Connect, Salesforce, NICE, inContact, Verint
  • Knowledge of on-premise and cloud contact center economics including pricing strategy of different Genesys
  • inContact, Verint
  • Knowledge of on-premise and cloud contact center economics including pricing strategy of different Genesys solutions and providing detailed TCO is plus
  • Proven ability to work in team-oriented environment and cross-geography setups
  • Proven ability to work creatively and analytically in a problem-solving environment
  • Excellent communication (written and oral) and interpersonal skills

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