Cloud Contact Center (Amazon Connect) Consultant - Mexico

1900 Accenture S.C. Company; Ciudad de México; Presencial; MXN 900.000 - 1.500.000; Jornada completa

Descripción de la vacante

Accenture is seeking a Strategy & Consulting professional for its Global Network in Mexico City or Monterrey. You will contribute to transforming client contact centers and digital customer care strategies across industries.

Based in Mexico, you will work on Cloud Contact Center implementations, AI chatbot initiatives, and strategic roadmaps, with potential travel and no visa sponsorship. This is a high-impact role within a global services leader.

Formación

• Advanced English and 5+ years of experience with Amazon Connect in cloud contact centers.
• Experience designing and delivering AI chatbots/virtual assistants and digital roadmaps.
• Experience creating contact center of the future strategy and a transformational roadmap.

Responsabilidades

• Participate in Cloud Contact Center implementation/optimization projects.
• Adapt methods to create alternative solutions to moderately complex problems.
• Understand strategic direction set by senior management and align team goals.
• Exercise judgment to determine solutions and seek guidance on complex problems.
• Interact with supervisor, clients, and cross-functional teams as needed.
• Determine methods and procedures on new assignments with guidance.
• Lead small teams and/or work efforts on client projects.

Conocimientos

English

Cloud contact center

AI chatbots

Transformational roadmap

Educación

Bachelor's Degree

MBA from tier 1 institute

Herramientas

Amazon Connect Platform

Descripción del empleo

Join Our Global Consulting Network and Expand Your Horizons! Are you ready to take your career to new heights? At Global Network, we are more than just a team; we are a thriving community of over 10,000 professionals operating from key locations around the world. We specialize in providing top-tier consulting expertise across various industries and functional areas.

Why Choose Us?

• Global Exposure: Work on international projects and gain invaluable insights into diverse cultures and business practices.
• Specialized Development: We don't just work across broad spectrums; we ensure you develop deep expertise in specific areas of management consulting, enhancing both your professional value and expertise.
• Dynamic Work Environment: Our work is fast-paced and challenging, pushing you to grow quickly and continuously improve. It’s not just about meeting expectations; it’s about exceeding them and making a significant impact.
• Innovation at the Core: At the Global Network, innovation isn't just a buzzword—it's a fundamental part of how we operate. We leverage cutting-edge technologies and innovative strategies to solve complex problems and deliver novel solutions that keep our clients ahead in a rapidly changing world. We are driven by a commitment to excellence and a passion for delivering results that matter.

If you are ambitious, talented, and ready for a challenge, we want to hear from you. Reach out, join our network, and start a conversation that could lead to your next big opportunity. Let’s build a better future together!

The Strategy & Consulting - Global Network - SONG practice is aligned to Accenture Song and works with clients across their marketing, commerce/sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, commerce/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

• Participate in Cloud Contact Center implementation/optimization projects.
• Adapts existing methods and procedures to create possible alternative solutions to moderately complex problems.
• Understands the strategic direction set by senior management as it relates to team goals.
• Uses considerable judgment to determine solution and seeks guidance on complex problems.
• Primary upward interaction is with direct supervisor.
• May interact with peers and/or management levels at a client and/or within Accenture.
• Determines methods and procedures on new assignments with guidance.
• Decisions often impact the team in which they reside.
• Manages small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.

Job Location

Mexico City or Monterrey

Mandatory qualifications

• Bachelor's Degree completed MBA from a tier 1 institute is highly desirable.
• Availability to travel may be required.
• English Advanced +5 years of experience in designing, architecting and delivering in Amazon Connect Platform for Cloud Contact Center.
• Experience in designing and implementing AI chatbot/ Virtual assistant and defining a comprehensive digital roadmap to integrate with cloud contact center platforms.
• Experience in creating contact center of the future strategy and transformational roadmap.

Preferred Qualifications

• Experience in Conduct contact center capability assessment, create benchmark across contact standard standards KPIs, design the contact center of the future, craft solution blueprint, and articulate business case for transforming to a cloud based WFM solution.
• Experience in using speech analytics tools (such as Call Miner, NICE, Verint etc.) and derive insights into the call center key KPIs and be able to suggest transformation ideas.
• Contributed initiatives such as Assets, accelerators and Point of Views focused on Customer Service Channels and Operations.
• Project Management, Experience working with global teams.

Additional Information

Relocation Options: Candidates based in cities other than Mexico City or Monterrey can be considered, but Accenture regrets it does not cover relocation expenses for this position.

International Considerations

Foreign candidates can be considered but Accenture regrets that it is unable to sponsor employment Visas for this position #LI-LATAM

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.

Declaración de igualdad de oportunidades en el empleo Creemos que nadie debe ser discriminado por sus diferencias. Todas las decisiones de empleo se tomarán sin importar la edad, raza, credo, color, religión, sexo, origen nacional, ascendencia, discapacidad, condición de veterano militar, orientación sexual, identidad o expresión de género, información genética, estado civil, ciudadanía ni ningún otro criterio protegido por la legislación aplicable. Nuestra rica diversidad nos hace más innovadores, competitivos y creativos, lo que nos ayuda a servir mejor a nuestros clientes y comunidades.

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.

Explore your next step at Accenture Belong. Grow. Thrive. Join agreat place to work for reinventors who drive meaningful change for our clients, communities, and the world. World. Explore your next step at Accenture