Job Description

Title: Capability Network - Customer & Channels Consultant - Next Generation Customer Care Genesys

Location: Negotiable

Travel: 80%

Level: Consultant

 

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions – underpinned by the world’s largest delivery network – Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With more than 435,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com.

 

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 www.accenture.com/capabilitynetwork

 

Practice Overview:.

 

Customer & Channels professionals enable customer Strategy by identifying and tracking dynamic customer segments across all channels, modeling key interactions and delivering a continuum of relevant and optimal experiences across the Marketing, Sales & Service journey

 

Our Next Generation Customer Care practice focuses on helping clients design and drive complex transformations, which includes but is not limited to Journey towards cloud, Omni-Channel Experience, Intelligent Automation and Artificial Intelligence etc. Designing differentiated Customer Experience is an integral part of our problem-solving approach.

 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 

We are looking for passionate and driven individuals who will help define Customer Experience &  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

 

 


Accenture Carnival

Carnival Corporation reimagines guest experiences with high-touch tech.
Read More

Qualifications

Basic Qualifications

 

Minimum of 5 years of work experience in improving Customer Experience and Customer Service for leading organizations

Minimum of 3 years of experience in a management consulting role focused on Customer Experience and Customer Service

Minimum 3 years of hands on experience contact Center CRM solutions such as Genesys, Amazon Web Services Connect, Cisco Contact Center, Avaya Contact Center

Minimum 3 years hands on experience in creating service designs using humancentric design thinking methods

 

Preferred Experience

 

MBA or equivalent graduate degree preferred

Excellent communication and interpersonal skills

Application of Design Thinking methods such as Affinity Mapping, Customer Journey mapping etc.

Customer Experience Service designs articulating the target customer experience across touchpoints

Conducting analysis of current state Customer Service business operations to identify customer and employee pain points across touchpoints including Online, Chat, Call Center, Mobile, Retail

Developing a point of view on process and organizational changes required to improve customer experience across touchpoints

Developing customer service operating models

Assessing technology gaps and making recommendations for technology solutions to improve and connect service experiences for customers and employees

Implementing process, organizational and technology changes with cross functional stakeholders including business leaders, technology leaders and frontline employees

Building business cases and calculating ROI on customer strategy initiatives

Knowledge of onpremise and cloud contact center economics including pricing strategy of different Contact Center platforms and providing detailed TCO

Experience in implementing Intelligent Automation, Machine Learning and Artificial Intelligence solutions to enhance customer experience across touch points IVR, Web, Mobile, EMail, Chat etc.Experience in deployment of traditional on premise contact center technology platforms including Avaya, Cisco Genesys

Experience in deployment of cloud technology platforms including Genesys Pure Cloud, Amazon Web Services Connect, Google Cloud Contact Center, NICE IN CONTACT, Salesforce.com, MSFT Azure Bot etc. is a plus

Understanding of Customer Experience Service KPIs Metrics.

Ability to develop sophisticated analytics solutions, data  driven insights, reporting and data visualization

Ability to articulate and clearly communicate complex problems and solutions in a simple and logical manner.

Building and applying industry and functional knowledge to support efforts in selling opportunities to existing and new clients

Insights on key methodologies, approaches and market trends in the industry

Experience working in agile delivery methodologies

Proficient in Microsoft Office tools Powerpoint, Excel, Word

Good to have knowledge of on premise and cloud contact center economics including pricing

Knowledge of onpremise 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

Locations

CA - El Segundo,CA - San Francisco,CA - San Jose,CO - Denver,DC,DC - Washington,GA - Atlanta,IL - Chicago,MI - Detroit,NC - Raleigh,NJ - Florham Park,NY - New York,TX - Dallas,TX - Houston,WA - Seattle

Accenture is 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.

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

Life at Accenture

Work where you're inspired to explore your passions and where your talents are nurtured and cultivated. Innovate with leading-edge technologies on some of the coolest projects you can imagine.

image

Work Environment

Be your best every day in a work environment that helps drive innovation in everything you do.

LEARN MORE

image

Training and Development

Take time away to learn and learn all the time in our regional learning hubs, connected classrooms, online courses and learning boards.

LEARN MORE

View All

Learn more about Accenture

With over 450,000 employees in more than 120 countries, Accenture solves our clients' toughest challenges by providing a broad range of services and solutions in strategy, consulting, digital, technology and operations.

View All

Stay connected

Join our Team

Join Our Team

Search open positions that match your skills and interest. We look for passionate, curious, creative and solution-driven team players.

Keep up to date

Keep Up to Date

Stay ahead with careers tips, insider perspectives, and industry-leading insights you can put to use today–all from the people who work here.

Stay Connected

Stay Connected

Receive job alerts, latest news and insider tips tailored to your preferences. See what exciting and rewarding opportunities await.

View All