#ACN GN - SONG - Service - Genesys - Associate Manager

Accenture; Mumbai; On-site; INR 2,500,000 - 4,000,000; Full time

Job summary

Accenture is seeking a Level 8-Associate Manager in the SONG Practice to drive Genesys-based CCaaS transformations across client engagements in multiple Indian cities including Mumbai, Gurgaon, Bangalore, Chennai, Pune and Hyderabad.

Role emphasizes functional and technical CCaaS design, cross-functional collaboration, and delivering complex customer service solutions using Genesys Cloud/Engage suites. Strong industry knowledge and consulting experience are expected.

Qualifications

• Design and implement multichannel self-service/IVR in Genesys Cloud/Engage.
• Ability to analyze contact center functions, processes and technologies.
• Experience across CCaaS, customer service solutions and integration.

Responsibilities

• Analyze and suggest recommendations for contact center functions and tech.
• Apply understanding of Genesys Cloud/Engage in projects.
• Design and deliver customer interaction solutions across channels.
• Lead architecture and deployment of Genesys solutions in complex environments.
• Collaborate with stakeholders to ensure outcomes meet business goals.

Skills

Genesys Cloud

Contact Center Analyst/Consultant

Functional CCaaS Consultant

Technical CCaaS Consultant

Industry Consultant

CCaaS Team Lead

CCaaS Design Lead

Education

Engineering Degree or MBA from a tier 1 institute

Tools

Genesys PureConnect

Genesys Engage

Job description

The Strategy & Consulting Global Network SONG Practice | Genesys

Job Title - Genesys_Level 8-Associate Manager_Entity (S&C GN)

Management Level: Level 8-Associate Manager

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.)

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.

Professional & Technical Skills:

• Engineering Degree or MBA from a tier 1 institute
• Minimum 7-8 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Cloud/Engage suite.
• Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Architect/Composer/Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Cloud/Engage administration & application development.

Additional Information

• 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 Our Company | Accenture

Experience:5-8years

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

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 at www.accenture.com

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