#ACN I&P - GN - SONG - Service - Genesys - Associate Manager

8113 ASOL- Bangalore 7 SEZ Company; Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Accenture is seeking experienced SONG consultants for the Strategy & Consulting Global Network. You will work on transformation services across Marketing, Sales and Services, driving client outcomes with AI-enabled customer engagement.

Join a leading global professional services firm focused on delivering value, with opportunities to collaborate across industries and geographies. The role involves design, implementation and optimization of contact center solutions using Genesys Cloud/Engage, and

Qualifications

• Engineering Degree or MBA from a tier 1 institute is preferred.
• Minimum 7-8 years of design and application experience in multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Cloud/Engage.

Responsibilities

• Analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions.
• Knowledge in industries such as Communications, Media & Technology, Financial Services, Health & Public Services, Products & Resources.
• Design conversational journeys, intents, entities, prompts, and escalation paths.
• Support transactional use cases like authentication, order status, and service requests.
• Design and implement Agentic Virtual Agent / Copilot solutions using Genesys Cloud AI capabilities.
• Plan, design, and configure Genesys Cloud CX/Engage with IVR, Email, Chat, Social etc.

Skills

Genesys Cloud - Voice Bots

Digital Bots

Agent Copilot / Agent Assist

Contact Center Analyst/Consultant

Techno Functional CCaaS Consultant

Industry Consultant

CCaaS Team Lead

CCaaS Design Lead

Tools

Genesys PureConnect

Genesys Engage

Job description

Job Title & Level

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 - Voice Bots, Digital Bots, Agent Copilot / Agent Assist, Contact Center Analyst/Consultant, Techno Functional 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.), Generative AI, Prompt Engineering, CRM Integrations, Event-driven Integrations.

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 Conversational AI Design: Design conversational journeys, intents, entities, prompts, contextual variables, decision logic, fallback mechanisms and escalation paths. Business Process Automation: Support transactional use cases such as customer authentication, account lookup, order status, case creation, service requests and appointment management. Agentic Virtual Agent/Copilot : Discovery, Design and implement Agentic Virtual Agent /Copilot solutions using Genesys Cloud AI capabilities for customer service automation and Employee experience use cases. 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.) 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 AI Guides: Configure AI Guides to support guided customer interactions and AI-assisted workflows. Guardrails: Design and Implement validation rules, business controls and safeguards before customer-impacting actions are executed. Solution Documentation: Prepare conversational designs, flow diagrams, integration specifications and technical documentation Integration of Genesys cloud CX with enterprise systems Work Experience related to CICD tools. Continuous Improvement: Optimize conversation flows, prompts, intents, integrations and knowledge content based on interaction analytics. 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—to 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

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.

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