#ACN GN - SONG - Service - Genesys - Manager

Accenture in India; Bengaluru; On-site; INR 4,000,000 - 7,000,000; Full time

Job summary

Accenture is driving transformation for global clients with SONG practice delivering Genesys and ServiceNow powered customer journeys. The role focuses on multi-channel contact center design, integration, and orchestration to improve customer experience and operational metrics.

The candidate will work across marketing, sales and service functions, implementing modern engagement platforms and AI-enabled solutions for Fortune 5000 clients in India and abroad.

Qualifications

• Must have experience in contact center solutions and multi-channel design across IVR, web, chat, email, SMS.

Responsibilities

• Analyze and design contact center solutions across AI and Gen AI use cases.
• Lead implementation of Unified Experience by Genesys and ServiceNow integration including OpenFrame and bi-directional data sync.
• Configure and deploy Genesys Cloud platform APIs and Architect data actions.
• Deliver customer interaction solutions across channels with strong emphasis on performance and scalability.
• Collaborate with client teams to translate business requirements into technical designs.

Skills

Genesys Cloud CX

UE-GS

ServiceNow CSM/ITSM

OpenFrame/CTI Integration

Genesys Cloud Platform APIs

Architect Flows

Contact Center Solution Design

Education

Engineering Degree or MBA

Tools

Genesys Engage

Genesys PureConnect

Genesys AI

ServiceNow scripting

REST/SOAP integrations

MuleSoft

Boomi

Workato

Salesforce

MS Dynamics

Job description

The Strategy & Consulting Global Network SONG Practice | Genesys & ServiceNow

Job Title - Genesys_Level 7-Manager_Entity (S&C GN)

Management Level: Level 7-Manager

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

Must have skills: Genesys Cloud CX, Unified Experience by Genesys & ServiceNow (UE-GS), ServiceNow CSM/ITSM, OpenFrame/CTI Integration, Genesys Cloud Platform APIs, Architect Flows, Contact Center Solution Design

Good to have skills: Genesys Engage, Genesys PureConnect, Genesys AI (Voicebots, Agent Assist, Predictive Engagement/Routing), ServiceNow scripting (JavaScript/Glide), REST/SOAP integrations, enterprise integration platforms (MuleSoft, Boomi, Workato), CRM integration (Salesforce, MS Dynamics), regulated industries (Banking, Healthcare, Insurance, Telecom)

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
• Unified Experience Implementation: Configure and deploy the Unified Experience by Genesys and ServiceNow integration, including the embedded agent workspace, screen pop, case-to-interaction linking, and bi-directional data synchronization.
• ServiceNow Integration: Configure ServiceNow Unified Experience Connector in conjunction with Genesys Cloud, including Open Frame configuration, OpenFrame API usage, business rules, flow designer, and case management workflows.
• Enterprise Integrations: Build and consume Genesys Cloud Platform APIs, Architect data actions, and ServiceNow REST/SOAP integrations. Develop custom scripts using JavaScript, Glide, and Genesys SDKs as required.
• 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 8 to 12 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