Cloud Contact Center - Genesys, Consultant/Manager

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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. 

Roles & Responsibilities:

• Participate in Cloud Contact Center implementation/optimization projects.

• 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.

Job Location: Mexico City or Monterrey

Mandatory qualifications:

• Bachelor’s Degree completed

• MBA from a tier 1 institute is highly desirable.

• Availability to travel may be required.

• English Advanced

• +5 years experience for Consultant or +10 years of experience for Manager in designing, architecting and delivering in Genesys Platform for Cloud Contact Center.

• Experience in designing and implementing AI chatbot/ Virtual assistant and defining a comprehensive digital roadmap to integrate with cloud contact center platforms.

• 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. 

Additional Information:

Relocation Options: Candidates based in cities other than Mexico City or Monterrey can be considered, but Accenture regrets it does not cover relocation expenses for this position.

International Considerations: Foreign candidates can be considered but Accenture regrets that it is unable to sponsor employment Visas for this position

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