Strategy & Consulting - Global Network - SONG - Service - Cloud Contact Center Manager

Accenture; Ciudad de México; Presencial; MXN 700,000 - 1,200,000; Jornada completa

Descripción de la vacante

Join Accenture's Global Network as a consultant, bringing your extensive knowledge in cloud contact centers and AI design. You will drive transformation for clients, leveraging innovative strategies to enhance their customer relationships. This role is ideal for those with significant project management experience looking to make a substantial impact in the consulting space.

Formación

• +10 years of experience in contact center platforms.
• Minimum 5 years in chatbot design and implementation.
• Experience with future contact center strategies.

Responsabilidades

• Adapts existing methods and procedures for moderately complex problems.
• Manages small teams or work efforts at clients.
• Determines methods for new assignments with guidance.

Conocimientos

Cloud Contact Center platforms

AI chatbot design

Project management

Educación

Bachelor’s Degree

MBA from a tier 1 institute

Herramientas

Genesys

Amazon Connect

NICE

Twilio

Avaya

Cisco

speech analytics tools

Descripción del empleo

Join Our Global Consulting Network and Expand Your Horizons!

Are you ready to take your career to new heights? At the 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, including life sciences, energy, supply chain operations, finance, and talent management.

Why Choose Us?

• Global Exposure: Work on international projects and gain invaluable insights into diverse cultures and business practices.
• Specialized Development: We ensure you develop deep expertise in specific areas of management consulting, enhancing your professional value and skills.
• Dynamic Work Environment: Our work is fast-paced and challenging, pushing you to grow quickly and continuously improve. It’s about exceeding expectations and making a significant impact.
• Innovation at the Core: We leverage cutting-edge technologies and strategies to solve complex problems and deliver innovative solutions that keep our clients ahead in a rapidly changing world.

We are driven by a commitment to excellence and a passion for delivering impactful results. 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 with Accenture Song and works with clients across marketing, commerce/sales, and services functions. You will provide transformation services driven by offerings like Living Marketing, Connected Commerce, and Next-Generation Customer Care. These services help our clients optimize their marketing, commerce/sales, and customer service strategies, driving cost reduction, revenue growth, customer satisfaction, and positive impact on business metrics.

Responsibilities:

• Adapts existing methods and procedures to create alternative solutions to moderately complex problems. Understands strategic direction set by senior management.
• Uses judgment to determine solutions and seeks guidance on complex issues.
• Interacts primarily with direct supervisor, and may engage with peers and management at clients or within Accenture.
• Determines methods and procedures for new assignments with guidance.
• Decisions impact the team and project outcomes.
• Manages small teams or work efforts at a client or within Accenture.

Qualifications:

• Bachelor’s Degree completed
• MBA from a tier 1 institute is highly desirable
• Availability to travel may be required
• +10 years of experience in designing, architecting, and delivering on Cloud Contact Center platforms (Genesys, Amazon Connect, NICE, Twilio, Avaya, Cisco, etc.)
• Minimum 5 years in AI chatbot/Virtual assistant design and implementation, and defining digital roadmaps for integration with cloud contact centers
• Minimum 5 years in creating contact center of the future strategies and transformation roadmaps

Preferred Qualifications:

• Experience in capability assessment, benchmarking, designing future contact centers, solution blueprinting, and business case development for cloud-based WFM solutions
• Experience with speech analytics tools (Call Miner, NICE, Verint, etc.) and deriving insights for transformation ideas
• Contributed to initiatives like assets, accelerators, and POVs focused on customer service channels and operations
• Project management experience and working with global teams

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