The Strategy & Consulting Global Network Song Practice | Conversation Design Lead 

Join our team of SONG - Customer Service consultants who solve customer-facing challenges at clients spanning sales, service, and marketing to accelerate business change.  

Practice: Global Network, SONG I Areas of Work: Service Experience Creation and Activation |  Level: Manager / Senior Manager | Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp: 10+ years 

Explore an Exciting Career at Accenture  

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest? 

Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting’s Global Network SONG practice. 

The Practice – A Brief Sketch 

The Strategy & Consulting Global Network Song practice is aligned to the Global Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner. 

You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you are expected to - 
 

• Advise clients on industry best practices 

• Lead and drive design thinking innovative workshops with the clients using design principles and reshape their thinking about customer experience especially in the contact center / customer care domain 

• Ability to understand business requirements still putting customer experience at the heart of CX design` 

• Perform CX management capability assessment and identify foundational, evolving and advanced capabilities, co-create the roadmap path with the clients to achieve leading class CX capabilities 

• Formulate CX target operating model and detail out operating model components such as strategic sourcing & mgmt, agent performance management, CX performance, innovation management, CX management, business intelligence and contact center technology support aligned to vision 

• Ability to think and pre-empt scenarios and questions from cross functional client team (from CX operations, IT, Contact Center operations, digital, analytics, line of business etc) 

• Work with technical team/developers to convert user requirements into final product 

• Lead and deliver agile delivery process, continuous improvement and continuous development  

• Ability to lead Contact Center Transformation across platforms including Genesys, Amazon Connect, NICE CXOne, etc. 

• Deep experience on gathering requirements, solution blueprinting and delivering functional specifications any of the Contact Center platforms and integrations with CRM solutions 

• Ability to work with other Accenture teams to put forward differentiated CX management solutions for large clients (RFI and RFP process) 

• Participate in pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort, and cost estimation process, etc. 

• Participate in practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends, and bringing in innovative solutions, etc. 

The profile requires both technical and functional experience on Customer Service Domain 

• Extensive customer experience and operational excellence 

• Having executed similar projects is mandatory   

Bring your best skills forward to excel at the role: 

• Apply best of breed digital practices- Deep-dive with solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences. 

• Maximize experience in developing interactive models: Use relevant conversational platforms to design and apply interactive models  

• Use deep understanding of customer-centric design processes: Apply working knowledge of customer-centered design, complemented with consulting experience  

• Innovate with Creativity: Demonstrate an ability to work in a fast-paced environment with the ability to abstract detail into larger patterns. 

• Lead pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc. 

• Lead practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends and bringing in innovative solutions, etc. 

Read about us. 

• Blogs 

Your experience counts! 

• MBA from a tier 1 institute 

• 10+ years of digital experience and solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences. 

• Deep understanding of customer-centered design processes with consulting experience  

• Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements 

• Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations and functional needs 

• Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project 

• Good to have experience on contact center platforms like Genesys, Amazon Connect, Nice CXOne, Microsoft, Google, Salesforce, Sprinklr. 

What’s in it for you? 

• An opportunity to work on transformative projects with key G2000 clients  

• Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies. 

• Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.  

• Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities  

• Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization. 

About Accenture: 

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 569,000 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 Accenture Strategy & Consulting: 

Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Capability Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Capability Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit https://www.accenture.com/us-en/Careers/capability-network  

Accenture Global Network Song  | Accenture in One Word 

At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.