Full-Time

GN – Senior Analyst

Song, Service, Genesys

Posted on 3/30/2025

Accenture

Accenture

11-50 employees

Global professional services in consulting and technology

No salary listed

Mid, Senior

Company Does Not Provide H1B Sponsorship

Mumbai, Maharashtra, India + 5 more

More locations: Hyderabad, Telangana, India | Pune, Maharashtra, India | Chennai, Tamil Nadu, India | Noida, Uttar Pradesh, India | Bengaluru, Karnataka, India

Category
Management Consulting
Consulting
Connection
Connection
Connection
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Requirements
  • Must have skills: Genesys Cloud, Contact Center Analyst/Consultant, Functional CCaaS Consultant, Technical CCaaS Consultant, Industry Consultant, CCaaS Team Lead, CCaaS Design Lead
  • 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.
Responsibilities
  • Ability to analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions
  • Knowledge & Experience in any of industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources
  • Ability to work in high-paced and complex projects
  • 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.)
  • Leading-edge expertise in implementing multichannel center applications using Genesys tools including Architect, Admin, Collaborate
  • 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
  • Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...), quality monitoring, WFM, Gamification, BYOC Edges, Recording etc.
  • 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.
Desired Qualifications
  • 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.)

Accenture provides professional services that include strategy, consulting, digital, technology, and operations to clients in various industries such as financial services, healthcare, and technology. The company tailors its solutions to meet the specific needs of its clients, generating revenue through consulting fees and technology implementation. Accenture focuses on helping organizations with digital transformation, cloud services, and sustainability initiatives, allowing them to tackle complex challenges and explore new opportunities. What sets Accenture apart from its competitors is its extensive network of professionals and its strong emphasis on research and development, which helps the company stay ahead of industry trends and maintain partnerships with leading technology providers.

Company Size

11-50

Company Stage

Grant

Total Funding

$649.6M

Headquarters

San Francisco, California

Founded

1989

Simplify Jobs

Simplify's Take

What believers are saying

  • Accenture's AI investments align with the rise of AI-powered data processing platforms.
  • The demand for post-quantum cryptography boosts Accenture's cybersecurity offerings.
  • Generative AI investments enhance workforce transformation and operational efficiency.

What critics are saying

  • Competition from firms like Deloitte and PwC in AI and digital transformation.
  • Potential regulatory scrutiny over AI investments, especially in deepfake technology.
  • Rapid technological changes may challenge Accenture's integration capabilities.

What makes Accenture unique

  • Accenture Ventures partners with startups for innovative enterprise technologies.
  • Accenture offers tailored solutions across diverse industries, enhancing client performance.
  • The company invests heavily in R&D to maintain a competitive edge.

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Benefits

Health Insurance

Professional Development Budget

401(k) Retirement Plan

401(k) Company Match

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