#ACN I&P GN - SONG - Service - Five9 - Consultant

8113 ASOL- Bangalore 7 SEZ Company; Bengaluru; On-site; INR 2,500,000 - 4,500,000; Full time

Job summary

Accenture is seeking a Five9 consultant within the I&P Global Network Song practice to address customer-facing challenges across sales, service, and marketing. You will support Five9 solution consulting, pre-sales, implementation, and contact center transformation.

Responsibilities include designing and configuring Five9 across voice and digital channels, integrating with CRM, and delivering strategic transformation roadmaps leveraging AI and GenAI innovations.

Qualifications

• Experience implementing multichannel self-service, IVR, and omnichannel orchestration routing using Five9.
• Hands-on experience with VCC Administrator, campaign management, IVR scripts, workflow automation, Five9 administration, and application development.
• Experience with CRM integrations, SDKs, APIs, CI/CD tools.
• Knowledge of customer service operations, cloud economics, pricing, and total cost of ownership.

Responsibilities

• Analyze contact center functions, products, and technology solutions and recommend AI and GenAI-enabled improvements.
• Create business cases and strategic transformation roadmaps based on market trends.
• Support the sale and delivery of Five9 solutions through product overviews, partner readiness, pricing, documentation, and client presentations.
• Plan, design, implement, and configure Five9 solutions across voice and digital channels.
• Integrate Five9 with CRM and other enterprise applications and develop custom solutions using Five9 SDKs and APIs.

Skills

Five9 Cloud

Contact Center Consulting

Functional CCaaS Consulting

Technical CCaaS Consulting

Industry Consulting

CCaaS Team and Design Leadership

Education

Engineering degree or MBA

Tools

Five9 SDKs and APIs

Job description

Job Description Job Title Five9 + Consultant + I&P GN Management Level Level 9 - Consultant Location Gurgaon / Mumbai / Bangalore / Chennai / Pune / Hyderabad

Job Summary

As a Five9 professional within the I&P Global Network Song practice, you will help clients address customer-facing challenges across sales, service, and marketing. You will support Five9 solution consulting, pre-sales, implementation, contact center transformation, and customer service improvement initiatives.

Roles & Responsibilities

Analyze contact center functions, products, and technology solutions and recommend AI and GenAI-enabled improvements. Create business cases and strategic transformation roadmaps based on market trends. Support the sale and delivery of Five9 solutions through product overviews, partner readiness, pricing, documentation, and client presentations. Plan, design, implement, and configure Five9 solutions across voice and digital channels. Integrate Five9 with CRM and other enterprise applications and develop custom solutions using Five9 SDKs and APIs. Apply customer service process knowledge to deliver customer interaction solutions across IVR, IVA, voice, email, chat, social media, video, and messaging.

Professional & Technical Skills

Experience implementing multichannel self-service, IVR, and omnichannel orchestration routing using Five9. Hands-on experience with VCC Administrator, campaign management, IVR scripts, workflow automation, Five9 administration, and application development. Experience with CRM integrations, intelligent virtual agents, SDKs, APIs, and CI/CD tools. Knowledge of customer service operations, technical benefits assessments, cloud economics, pricing, and total cost of ownership. Ability to work in high-paced, complex consulting and implementation projects.

Additional Information

Opportunity to work on transformative projects with key clients. Potential to co-create with strategy leaders, industry experts, enterprise practitioners, and business intelligence professionals. Opportunity to develop strategy and consulting acumen through personalized learning. Opportunity to collaborate across the organization in a culture committed to accelerating equality for all.

Must have skills

• Five9 Cloud
• Contact Center Consulting
• Functional CCaaS Consulting
• Technical CCaaS Consulting
• Industry Consulting
• CCaaS Team and Design Leadership

Good to have skills

• Consulting experience across CCaaS and Customer Service solutions including Amazon Connect, NICE, Verint, Cisco, Genesys, Sprinklr, Twilio, Salesforce, ServiceNow, Adobe, Microsoft Azure, and Google Cloud

About Our Company

About Our Company | Accenture Experience 4-8 years of experience is required 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

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities. Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive.