GN - SONG - Service - Amazon Connect – Senior Manager

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 & Consultings 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