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GN - SONG - Service - Genesys - Consultant

Accenture

5 - 10 years

Bengaluru

Posted: 23/09/2025

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Job Description

The Strategy & Consulting Global Network SONG Practice | Genesys  

 

Job Title - Genesys_Level 9-Consultant_Entity (S&C GN) 

Management Level: Level 9-Consultant 

Location: Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad 

Must have skills: Genesys Cloud, Contact Center Analyst/Consultant, Functional CCaaS Consultant, Technical CCaaS Consultant, Industry Consultant, CCaaS Team Lead, CCaaS Design Lead 

Good to have skills: Genesys PureConnect, Genesys Engage, Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.) 

Experience: 5-8years 

Educational Qualification: Engineering Degree or MBA from a tier 1 institute 

 

Job Summary: 

 

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

The Strategy & Consulting Global Network Song practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will work on transformation services driven by key offerings like Marketing Transformation, 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. 

 

Roles and Responsibilities: 
 

  • Functional Experience: Ability to analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions 

  • Industry Experience: Knowledge & Experience in any of industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources 

  • Use in depth understanding of Genesys Cloud/Engage: Ability to work in high-paced and complex projects.  

  • Apply understanding of industry specific Customer Service processes Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.) 

  • Deploy thorough understanding of Genesys Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Genesys tools including Architect, Admin, Collaborate 

  • Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Genesys Cloud/Engage. 

  • Plan, design, implementation, configuration of Genesys Cloud CX(PureCloud)/Engage 

  • Experience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services 

  • Integration of Genesys cloud CX with enterprise systems 

  • Developing custom applications using Genesys platform SDK/APIs 

  • Work Experience related to CICD tools. 

  • Easily work in high-paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs 

  • Deploy a strong designing skill: Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...), quality monitoring, WFM, Gamification, BYOC Edges, Recording etc. 

  • Maximize application design and development experience: Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.  

 

Professional & Technical Skills: 

 

  • Engineering Degree or MBA from a tier 1 institute 

  • Minimum 2 to 8 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on   Genesys Cloud/Engage suite. 

  • Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Architect/Composer/Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Cloud/Engage administration & application development. 

 

Additional Information: 

 

  • 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.  

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

 

 

 

 

About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement


We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

About Company

Accenture is a global professional services company specializing in consulting, technology, and outsourcing services. Headquartered in Dublin, Ireland, Accenture provides a wide range of services in strategy, digital, technology, operations, and consulting. It helps organizations improve their performance and create sustainable value by leveraging technology and industry expertise. Accenture works across various sectors, including financial services, healthcare, telecommunications, energy, and more. Known for its deep focus on innovation, Accenture partners with leading technology companies to drive digital transformation and help clients navigate complex challenges in an increasingly digital world.

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