Contact Center Transformation Consulting Manager/ Senior Manager - Genesys

Are you an outcome-oriented problem solver? Do you enjoy working on transformation strategies for global clients? Does working in an inclusive and collaborative environment spark your interest?

Then, Accenture Strategy and Consulting is the right place for you to explore limitless possibilities.

The Customer Sales & Service Consulting works with clients across their marketing, sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Marketing Transformation, 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.

The team is comprised of individuals who have great understanding of customer services function and span across various industries like CHT, FS, Utilities and Retail. The team leverages this diversified skills to deliver projects that helps drive quantifiable value to our clients.

We are looking for passionate and driven individuals who will help define service strategies, design and implement contact center solutions and help optimize our client’s service operations. Individuals must have good communication skills, knowledge in relevant technologies, innovative thinking and commitment to quality

Key responsibilities include:

• Would be responsible for analyzing customer requests for Contact Center, provide solution recommendation especially On Premise and Cloud / Hybrid cloud Solutions.

• Manage Contact Center Engagements (especially Genesys) across project delivery phases

• Lead Business Proposals to work closely with Accenture teams and Vendors (if any) to respond to RFI’s and RFP’s

• Manage Genesys capability with other Managers and help grow practice in terms of headcount, creating Point of Views, develop assets to improve operational efficiency and/or Customer experience for our clients

Your experience counts!

• Min Bachelor's degree holder or equivalent

• 10 years' experience working with Customer Service operations and Contact Center channels

• Must have experienced in leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements

• Must have experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys PureEngage / PureConnect/ Engage cloud, Genesys Cloud suite.

• In depth knowledge and know-how of Customer Service Operations, Cross-industry experience is preferred.

• Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Genesys Composer, Genesys Designer (Preferably in SIP framework)

• Proactively identifying customer needs through a technical benefits assessment, carefully building the business value of the solution, in order to assist with overcoming potential objections to proposed technical solutions.

• Assisting in the preparation and response to customer RFP requests, carefully qualifying the prospective deal for technical feasibility

• Knowledge of on-premise, on-cloud, hybrid cloud and cloud economics which includes pricing strategy of different Genesys on-premise and cloud solutions and providing detailed TCO

• Experience in Genesys Cloud administration & application experience using Genesys Designer

• Experience in Genesys Framework Component (including but not limited to GVP, eServices, GRE, SIP, URS, Info Mart, GMS, OCS, GPlus Integrations etc.) or similar solutions.

• Experience in leveraging Genesys product solution to automate customer service processes like Task Routing, Interaction Routing, CTI, Reporting etc.

• Experience in Web Integrated Orchestration applications integrating with AI for Natural Language processing

• Professional services or engineering background with CRM and/or Contact Center solutions

• Experience on auxiliary systems such as WFM, Recording, Virtual Hold will be a plus

• Experience in cutting edge technologies including Bot, AI, RPA systems will be a plus

• Experience working with large team in different geographies on agile projects

What’s in it for you?

• An opportunity to work on transformative projects with key G2000 clients

• 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.

• Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities

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

About Accenture Strategy & Consulting:

In Accenture Strategy & Consulting, we work with clients to shape their future. Drawing from years of leading business-driven and tech-enabled transformation at scale. As a recognized leader in driving change and innovation, serving clients in 120+ countries - we’re able to seek out and seize the greatest opportunities for our clients. Working in partnership with over 200 of the world’s leading ecosystem partners, we can re-tool traditional ways of working to enable new enterprise-wide intelligence and adaptability. Start your journey with us and be part of our global network of world-class Strategy and Management Consulting Talent today. To learn more about S&C, visit accenture.com/strategyandconsultingph.

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

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