Cloud Contact Center (Amazon Connect) Consultant - Mexico

Accenture; Monterrey; Presencial; MXN 900.000 - 1.350.000; Jornada completa

Descripción de la vacante

Accenture in Mexico City or Monterrey seeks a senior consulting professional to design and deliver cloud contact center solutions using Amazon Connect and AI chatbots, guiding transformation roadmaps for clients across industries.

You'll work on international projects, collaborate with global teams, and help build the future of customer service by leveraging innovative tools and methodologies.

Travel flexibility to accommodate client engagements is expected, and advanced English is required.

Formación

• Bachelor's Degree completed is required.
• MBA from a tier 1 institute is highly desirable.
• Availability to travel may be required.
• English Advanced is required.
• +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.

Responsabilidades

• 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.

Conocimientos

English Advanced

Amazon Connect Platform

AI Chatbot / Virtual Assistant

Cloud Contact Center Design

Global PM Experience

Educación

Bachelor's Degree completed

MBA from tier 1 institute

Herramientas

Call Miner

NICE

Verint

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.

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 instituteis 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.

• E 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