Senior Manager - Travel Industry Marketing

Accenture India Private Limited; Bengaluru; On-site; INR 2,600,000 - 4,000,000; Full time

Job summary

Accenture India Private Limited seeks a Five9 and CCaaS expert to join the I&P GN SONG service practice in a managerial role. You will address customer-facing challenges in sales, service, and marketing, supporting Five9 solution consulting, pre-sales, implementation, and contact center transformation initiatives.

The role emphasizes solution design across voice and digital channels, CRM integration, and development of custom Five9 solutions, with a focus on AI-enabled improvement and value

Qualifications

• Must have Five9, CX Transformation, CCaaS advisory and solution architecture, CCaaS consulting, business case creation and value realization, and industry solutions consulting.
• Experience in CCaaS and customer service solutions across multiple platforms is preferred.
• Strong ability to create strategic transformation roadmaps and business cases.

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.

Skills

Five9

CX Transformation

CCaaS Advisory

CCaaS Consulting

Business Case Creation

Industry Solutions Consulting

Tools

Amazon Connect

NICE

Verint

Cisco

Genesys

Sprinklr

Twilio

Salesforce

ServiceNow

Adobe

Microsoft Azure

Google Cloud

Job description

#ACN I&P - GN - SONG - Service - Five9 - Manager Job Description

Job Title: Five9 + Manager + I&P GN

Management Level: Level 7 - Manager

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

Must have skills

• Five9
• CX Transformation
• CCaaS Advisory and Solution Architecture
• CCaaS Consulting
• Business Case Creation and Value Realization
• Industry Solutions Consulting

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