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

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. 

Bring your best skills forward to excel at the role:   ​

• Bachelor’s Degree completed

• MBA from a tier 1 institute is highly desirable.

• Availability to travel may be required.

• Minimum of 7 years of experience in designing, architecting and delivering in any one of the following Cloud Contact Center platforms: such as Genesys, Amazon Connect, NICE, Twilio, Avaya, Cisco etc. 

• Minimum 3 years of experience in Design and implement AI chatbot/ Virtual assistant and define a comprehensive digital roadmap to integrate with cloud contact center platforms.

• Minimum 2 years of experience in creating contact center of the future strategy and transformational roadmap. 

Preferred Qualifications:

• Experience in Conduct contact center capability assessment, create benchmark across contact standard standards KPIs, design the contact center of the future, craft solution blueprint, and articulate business case for transforming to a cloud based WFM solution. 

• Experience in using speech analytics tools (such as Call Miner, NICE, Verint etc.) and derive insights into the call center key KPIs and be able to suggest transformation ideas.  

• Contributed initiatives such as Assets, accelerators and Point of Views focused on Customer Service Channels and Operations. 

• Project Management, Experience working with global teams. 

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Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com