The Strategy & Consulting Global Network SONG Practice | Genesys

7801 Accenture Solutions Sdn B Company; Kuala Lumpur; On-site; MYR 90,000 - 150,000; Full time

Job summary

Accenture in Kuala Lumpur is seeking a Genesys Analyst/Consultant to support Strategy & Consulting Global Network (SONG) initiatives. The role focuses on contact center optimization, multichannel customer service solutions, and practical deployments across client environments.

You will work on transformation services with offerings like Marketing Transformation, Connected Commerce, and Services, collaborating with global teams and Fortune 500-like clients to deliver measurable business outcomes.

Qualifications

• 2-10 years of experience in Genesys/CCaaS and consulting
• Experience with contact center transformations and multichannel solutions
• Strong understanding of customer service processes and ROI impact

Responsibilities

• Analyze and design contact center solutions using Genesys Cloud/Engage
• Lead and support client consultations across industries
• Deliver solution architectures and integration with enterprise systems
• Collaborate with cross-functional teams to drive transformation initiatives

Skills

Genesys Cloud

Contact Center Consulting

AI & Gen AI solutions

Education

Computer Science Degree

Engineering Degree

Telecommunication Degree

Tools

Genesys Cloud

Genesys Engage

Architect

Job description

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. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, 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. Visit us at www.accenture.com.

Genesys Analyst/Consultant (S&C GN)

Management Level: Level 11-Analyst/ 9-Consultant

Location: Kuala Lumpur

Must have skills

• Genesys Cloud


• Contact Center Consulting

Good to have skills

• Consulting experience across any of the CCaaS/Customer Service solutions (Genesys PureConnect, Genesys Engage, Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.)

Experience

2-10 years

Educational Qualification

Computer Science Degree, Engineering Degree, Telecommunication Degree

Join our team of GN SONG consultants who solve customer facing challenges at clients spanning sales, service, and marketing to accelerate business change. Explore an Exciting Career at Accenture.

About the Role

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build, and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest? Then, this is the right place for you!

Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting – Global Network’s SONG practice. The Strategy & Consulting Global Network Song practice is aligned to the Global Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will work on transformation services driven by key offerings like Marketing Transformation, Connected Commerce and Services. These services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

Roles and Responsibilities

Functional Experience: Ability to analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions. Industry Experience: Knowledge & Experience in any industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources. Use in depth understanding of Genesys Cloud/Engage: Ability to work in high-paced and complex projects. Apply understanding of industry specific Customer Service processes: Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.). Deploy thorough understanding of Genesys Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Genesys tools including Architect, Admin, Collaborate. Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Genesys Cloud. Plan, design, implementation, configuration of Genesys Cloud. Experience with IVR, web, email, chat, SMS, Social Media etc. Integration of Genesys Cloud with enterprise systems. Easily work in high-paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs. Deploy a strong designing skill: Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc.). Maximize application design and development experience: Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.

What’s in it for you?

• An opportunity to work on transformative projects with key G2000 clients


• Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.


• Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.


• Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities


• Opportunity to thrive in a culture that is committed to accelerate equality for all.


• Engage in You will also have opportunities to hone your functional skills and expertise in an area of specialization.

Equal Employment Opportunity Statement

Accenture is an equal opportunities employer and welcomes applications from all sections of society and does not discriminate on grounds of race, religion or belief, ethnic or national origin, disability, age, citizenship, marital, domestic or civil partnership status, sexual orientation, gender identity, or any other basis as protected by applicable law.

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. Visit us at www.accenture.com

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.

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 a great place to work for reinventors who drive meaningful change for our clients, communities, and the world. Explore your next step at Accenture