#ACN GN - SONG - Service - Five9 - Consultant

Accenture; Hyderabad; On-site; INR 800,000 - 1,500,000; Full time

Benefits offered by this job

Personalized training modules

Opportunity for boundaryless collaboration

Engagement in responsible business practices

Job summary

Accenture is seeking a Level 9 Consultant for its Hyderabad location, requiring 4 to 8 years of experience in customer service and contact center solutions. The role involves analyzing and implementing Five9 cloud-based solutions to enhance customer interactions across multiple channels. Candidates should possess strong technical skills, ideally with an engineering degree or MBA from a tier 1 institute and a proven record in delivering customer interaction solutions. The position offers opportunities on transformative projects with G2000 clients and a commitment to responsible business practices.

Qualifications

• 4-8 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing.
• Ability to analyze and suggest recommendations around contact center's functions and technology solutions.
• In-depth understanding of Five9 Cloud and experience in customer service processes.

Responsibilities

• Analyze contact center functions and suggest improvements.
• Design and implement customer interaction solutions across various channels.
• Integrate Five9 with enterprise systems including CRM.

Job description

Job Overview

Job Title: Five9_Level 9-Consultant_Entity (S&C GN)

Management Level: Level 9-Consultant

Location: Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad

Experience: 4-8 years

Must have skills: Five9 Cloud, Contact Center Analyst/Consultant, Functional CCaaS Consultant, Technical CCaaS Consultant, Industry Consultant, CCaaS Team Lead, CCaaS Design Lead

Good to have skills: Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Genesys Cloud, Genesys Engage, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.)

Responsibilities

• Functional Experience: Ability to analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions (IVA, etc.) to enhance customer interactions.
• Industry Experience: Knowledge & Experience in any industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources.
• Use in depth understanding of Five9 Cloud: Ability to work in high‑paced and complex projects.
• Apply understanding of industry specific Customer Service processes: Possess a strong and well‑established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, social media etc.).
• Deploy thorough understanding of Five9 Architecture/Framework: Leading‑edge expertise in implementing multichannel center applications using Five9 tools including VCC Administrator, Campaigns and IVR scripts.

Key Skills & Qualifications

• Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Five9.
  • Plan, design, implementation, configuration of Five9
  • Experience with IVR, IVA, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services
  • Integrate Five9 with enterprise systems, including CRM and other third‑party applications.
  • Developing custom applications using Five9 platform SDK/APIs
  • Work experience related to CICD tools.
• Easily work in high‑paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs.
• Deploy a strong designing skill: Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc.), quality monitoring, WFO, Recording etc.
• Maximize application design and development experience: Implement the orchestration platform of Five9 preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.

Experience & Education

• Engineering Degree or MBA from a tier 1 institute
• Minimum 4 to 8 years of design and application experience implementing multichannel self‑service/IVR and Omni‑Channel Orchestration Routing on Five9 suite.
• Functional and hands‑on experience on Voice and Non‑Voice (SMS, Email, Chat etc.) applications solutioning using Five9 IVR Scripts, Workflow Automation, designing and implementing key business processes in the domain of Customer Services, Five9 administration & application development.

Benefits

• 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.

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