Contact Center Transformation Architect (Genesys)

Accenture; Taguig; On-site; PHP 900,000 - 1,800,000; Full time

Job summary

Accenture Strategy & Consulting in the Philippines seeks outcome-oriented professionals to help define service strategies and implement contact center solutions. You will work with clients to optimize marketing, sales and customer service operations across industries, delivering measurable improvements.

The role emphasizes Genesys Engage/Pure Cloud expertise, multi-channel orchestration, and high-quality customer experiences to drive efficiency and revenues for global clients.

Qualifications

• Minimum two to six years design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Engage/Pure Cloud suite.
• Bachelor's degree or equivalent; MBA desirable for senior roles.
• Experience designing and delivering customer interaction solutions across multiple channels (IVR, web, email, chat, SMS, social media).

Responsibilities

• Define service strategies and design contact center solutions.
• Collaborate with clients to implement initiatives that improve business performance.
• Apply knowledge of Genesys Engage/Pure Cloud and related tooling to deliver multi-channel customer experiences.

Skills

Communication skills

Multichannel design

Client collaboration

High-paced/project delivery

Education

Bachelor's degree

MBA

Tools

Genesys Engage/Pure Cloud

Genesys Composer

Genesys Designer

GAX

Interaction Designer

Interaction Attendant

Job description

Accenture Strategy & Consulting in the Philippines seeks outcome-oriented professionals to help define service strategies and implement contact center solutions. You will work with clients to optimize marketing, sales and customer service operations across industries, delivering measurable improvements.

The role emphasizes Genesys Engage/Pure Cloud expertise, multi-channel orchestration, and high-quality customer experiences to drive efficiency and revenues for global clients.