Senior Manager - Contact Center Transformation

Accenture India Private Limited; Bengaluru; On-site; INR 900,000 - 1,400,000; Full time

Job summary

Accenture is seeking a Five9 consultant to address customer-facing challenges across sales, service, and marketing. You will support Five9 solution consulting, pre-sales, implementation, and transformation initiatives for CCaaS.

The role requires hands-on experience with Five9 Cloud, CRM integrations, and a track record in complex consulting projects across multiple industries. Location-based roles span major Indian cities and remote options may vary.

Qualifications

• Must have hands-on Five9 Cloud experience in CCaaS engagements.
• Experience in CCaaS consulting across sales, service and marketing.
• Strong ability to design and lead CCaaS transformation initiatives.

Responsibilities

• Analyze contact center functions and recommend AI-enabled improvements.
• Create business cases and strategic roadmaps for transformation.
• Support sales and delivery of Five9 solutions, including pricing and docs.
• Plan, design, implement and configure Five9 across voice and digital channels.
• Integrate Five9 with CRM and other enterprise apps; develop custom solutions.
• Apply customer service process knowledge to multi-channel interactions.

Skills

Five9 Cloud

Contact Center Consulting

Functional CCaaS Consulting

Technical CCaaS Consulting

Industry Consulting

CCaaS Team and Design Leadership

Job description

#ACN I&P GN - SONG - Service - Five9 - Consultant Job Description Job Title Five9 + Consultant + I&P GN Management Level Level 9 - Consultant

Location Gurgaon / Mumbai / Bangalore / Chennai / Pune / Hyderabad

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

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.

About Our Company | Accenture