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

Accenture in India; Bengaluru; On-site; INR 3,500,000 - 5,500,000; Full time

Job summary

Accenture in India seeks a Genesys-focused Senior Manager to lead contact center transformation programs for clients in sales, service, and marketing. This role drives CX initiatives, advisory work, and value realization within the SONG practice.

The candidate should have 8+ years of experience, MBA from a tier-1 institute, and deep CCaaS/Genesys expertise to guide strategic initiatives and client engagements across major Indian metros.

Qualifications

• Experience in Genesys Cloud and CX transformation initiatives.
• Strong ability to create business cases and realize value.
• Experience with CCaaS advisory, architecture and consulting.

Responsibilities

• Develop and execute contact center strategic initiatives including AI/Gen AI strategy to improve CX and reduce costs.
• Create business case and transformation roadmap based on market trends.
• Help sell and deliver Genesys contact center solutions: overview, pricing, documentation.
• Drive partner support and nurture strategic relationships with key parties.
• Develop requirements for leadership input: status reporting and problem solving.

Skills

Genesys Cloud

CX Transformation

CCaaS Advisory & Solution Architecture

CCaaS Consulting

Business Case Creation & Value Realiz.

Industry Solutions Consulting

Education

MBA from a tier 1 institute

Job description

Job Title: Genesys_Level 6_Senior Manager_(Entity -S&C GN)

Management Level: Level 6 - Senior Manager

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

Must have skills

• Genesys Cloud, CX Transformation, CCaaS Advisory & Solution Architecture, CCaaS Consulting, Business Case Creation & Value Realization, Industry Solutions Consulting

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

8+ years

Educational Qualification

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 & Responsibilities

• Develop and execute the contact center strategic initiatives including AI/Gen AI strategy to improve customer experience & optimize business expenses, operational costs.
• Create business case and strategic transformation roadmap based on market trends.
• Help sell and deliver Genesys contact center solutions to clients: Product overview, Partner readiness support, pricing, documentation, first call presentations.
• Drive Partner support activities: A strong focus on nurturing deeper, more strategic relationships with key parties.
• Develop requirements based on leadership input: Performance/Status reporting, Problem Solving and Conflict Management.