Song Consultant

Job Title

Five9 + Consultant + I&P GN

Management Level

Level 9 - Consultant

Location

Gurgaon / Mumbai / Bangalore / Chennai / Pune / Hyderabad

Must have skills

Five9 Cloud; Contact Center Consulting; Functional CCaaS Consulting; Technical CCaaS Consulting; Industry Consulting; CCaaS Team and Design Leadership

Good to have skills

Consulting experience across CCaaS and Customer Service solutions including Amazon Connect, NICE, Verint, Cisco, Genesys, Sprinklr, Twilio, Salesforce, ServiceNow, Adobe, Microsoft Azure, and Google Cloud

Job Summary

As a Five9 professional within the I&P Global Network Song practice, you will help clients address customer-facing challenges across sales, service, and marketing. You will support Five9 solution consulting, pre-sales, implementation, contact center transformation, and customer service improvement initiatives.

Roles & Responsibilities

• Analyze contact center functions, products, and technology solutions and recommend AI and GenAI-enabled improvements.
• Create business cases and strategic transformation roadmaps based on market trends.
• Support the sale and delivery of Five9 solutions through product overviews, partner readiness, pricing, documentation, and client presentations.
• Plan, design, implement, and configure Five9 solutions across voice and digital channels.
• Integrate Five9 with CRM and other enterprise applications and develop custom solutions using Five9 SDKs and APIs.
• Apply customer service process knowledge to deliver customer interaction solutions across IVR, IVA, voice, email, chat, social media, video, and messaging.

Professional & Technical Skills

• Experience implementing multichannel self-service, IVR, and omnichannel orchestration routing using Five9.
• Hands-on experience with VCC Administrator, campaign management, IVR scripts, workflow automation, Five9 administration, and application development.
• Experience with CRM integrations, intelligent virtual agents, SDKs, APIs, and CI/CD tools.
• Knowledge of customer service operations, technical benefits assessments, cloud economics, pricing, and total cost of ownership.
• Ability to work in high-paced, complex consulting and implementation projects.

Additional Information

• Opportunity to work on transformative projects with key clients.
• Potential to co-create with strategy leaders, industry experts, enterprise practitioners, and business intelligence professionals.
• Opportunity to develop strategy and consulting acumen through personalized learning.
• Opportunity to collaborate across the organization in a culture committed to accelerating equality for all.

About Our Company | Accenture

Experience

4-8 years of experience is required

Educational Qualification

Engineering degree or MBA from a Tier 1 institute

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 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 atwww.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, militaryveteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicablelaw. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.