The Strategy & Consulting Global Network Song practice is aligned to the Global Network Song 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 Living Marketing, Connected Commerce and Next-Generation Customer Care. 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.

Executive Level (Manager & Senior Manager)

• Use strong project management skills: Leverage good understanding of principles, theories, practices and techniques for managing project workload and analysis needed for key deliverables
• Deploy understanding of technology and software development cycle: Apply critical thinking, resource management and problem-solving skills.
• Create valid business cases: ROI generation and project management of solution deployment, being organized and comfortable planning several months in advance

Additional Information:

• More than 8 years’ experience in project management or technically relevant occupation, experience in Contact Center or telephony industry.
• Experience in leading at least 1 CCaaS/ Conversational AI end-to-end implementation/Solutioning a must (which involves integration with CRM as well as Agent screen pop) + Consulting experience

Non- Executive Level (Analyst & Consultant)

• Use cross domain functional exposure: Experience in contact center and overall customer Experience area, working in high-paced and complex projects and understanding industry specific Customer Experience processes, operations and functional needs.
• Incorporate Generative AI to transform customer experience: Bring forward-thinking innovation by integrating Generative AI capabilities into contact center and self-service solutions. Apply GenAI to drive intelligent automation, enhance agent-assist tools, personalize customer interactions, and unlock new levels of operational agility and efficiency.
• Deploy thorough skills to manage stakeholder expectations: Engage in resolving issues, risks for the success of the project, 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.)
• Apply application design and development experience: Knowledge of implementing the orchestration platform of Contact Center Solution preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self-Service vendor organizations, or leading consulting firms.
• Maximize thorough understanding of Contact Center Solution Framework: Integration with internal and external components, API integrations, understanding of Java, WebServices, Containerization (Kubernetes), deep knowledge of multiple contact center and speech recognition vendor platforms including hands-on experience with products.
• Demonstrate a strong curiosity and willingness to learn new technologies: Stay ahead of the curve by proactively exploring emerging technologies, tools, and trends in the Customer Experience management and AI landscape, with a growth mindset and a passion for innovation.

Additional Information:

• 1-4 years of experience across in depth functional and technical areas on delivering Voice and Non-Voice solutions e.g. (SMS, Email, Chat, web etc.) applications solutions using application development tools.
• Experience in implementing a customer experience management tool such a Cloud contact Center/Conversational AI(Voicebot/chatbot which involves integration with CRM as well as Agent screen pop, design and application experience on implementing multichannel self-service/IVR and DFO solution.
• Experience in automating, designing and implementing key business processes in the domain of Customer Services, Contact Center Solution Cloud administration & application development using Contact Center Solution Interaction Designer