#ACN GN - SONG - Service - Genesys - Analyst

Accenture in India; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Accenture in India seeks a Genesys-focused Analyst to drive transformation in contact center solutions across sales, service and marketing. You will work on CCaaS engagements, leveraging Genesys Cloud/Engage to design and deliver multichannel customer interactions.

The role requires 5-8 years of experience, engineering or MBA background, and the ability to work across industries with a client-facing mindset.

Qualifications

• Engineering degree or MBA from a tier 1 institute.
• Must have 5-8 years of experience in Genesys CCaaS projects.
• Strong understanding of CCaaS/cloud contact center solutions and analytics.
• Ability to analyze industry requirements and design customer engagement solutions.

Responsibilities

• Analyze contact center functions and recommend CCaaS improvements.
• Work on design and deployment of Genesys Cloud CX/Engage.
• Collaborate across marketing, sales and service to drive transformation.
• Integrate Genesys with enterprise systems and APIs.
• Lead multichannel customer interactions design and delivery.

Skills

Genesys Cloud

Contact Center Analyst

Functional CCaaS

Technical CCaaS

Industry Consultant

CCaaS Team Lead

CCaaS Design Lead

Education

Engineering Degree

MBA

Job description

The Strategy & Consulting Global Network SONG Practice | Genesys

Job Title - Genesys_Level 11-Analyst_Entity (S&C GN)

Management Level: Level 9-Analyst

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

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

Good to have skills: Genesys PureConnect, Genesys Engage, Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.)

Experience:5-8years

Educational Qualification:Engineering Degree or MBA from a tier 1 institute

Job Summary:

Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service, and marketing to accelerate business change.

The Strategy & Consulting Global Network Song practice is aligned to the Capability Network 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 Marketing Transformation, Connected Commerce and Advanced Customer Engagement. 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.

Roles and Responsibilities:

• Functional Experience: Ability to analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions
• Industry Experience: Knowledge & Experience in any of industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources
• Use in depth understanding of Genesys Cloud/Engage: 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, SMS, Social Media etc.)
• Deploy thorough understanding of Genesys Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Genesys tools including Architect, Admin, Collaborate
• Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Genesys Cloud/Engage.
• Plan, design, implementation, configuration of Genesys Cloud CX(PureCloud)/Engage
• Experience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services
• Integration of Genesys cloud CX with enterprise systems
• Developing custom applications using Genesys 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, WFM, Gamification, BYOC Edges, Recording etc.
• Maximize application design and development experience: Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.