Contact Center Transformation Consultant

Accenture PLC; Taguig; On-site; PHP 1,000,000 - 1,500,000; Full time

Job summary

Accenture is seeking a SONG - ACE - Genesys Consultant (Analyst/Consultant) in Manila to design and deliver customer interaction solutions using Genesys Engage/Pure Cloud. You will work on multi-channel orchestration, IVR design, and contact center projects for leading clients in sales, service, and marketing.

You will collaborate with global teams, apply framework-driven approaches to transform customer experiences, and contribute to cost and performance improvements across client organizations.

Qualifications

• Experience designing and delivering customer interaction solutions across channels (IVR, web, email, chat, SMS).
• Strong understanding of Genesys Engage/Pure Cloud architecture and deployment.
• Ability to work on high-paced, complex projects with contact center exposure.

Responsibilities

• Design, build, and implement customer interaction initiatives for clients, using Genesys Engage/Pure Cloud.
• Collaborate with sales and service teams to deliver omni-channel solutions.
• Translate business needs into technical contact center designs.

Skills

Genesys Engage/Pure Cloud

IVR

Omni-Channel Orchestration

Interaction Designer/Attendant

Customer Service processes

Education

Engineering Degree or MBA

Tools

Genesys Composer

Genesys Designer

Genesys GAX

Job description

SONG - ACE - Genesys – Consultant The Strategy & Consulting Global Network SONG Practice | Genesys Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service, and marketing to accelerate business change. Practice: SONG I Areas of Work: Genesys- Solution Consulting and Pre-Sales | Level: Analyst/ Consultant | Location: Manila | Years of Exp: 2-6 years Explore an Exciting Career at Accenture 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’s Customer, Sales & Service practice.

The Strategy & Consulting Global Network Song practice is aligned to the Capability 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 Living Marketing, Connected Commerce and Next-Generation Customer Care. 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.

You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance. As part of these, you will

• Use in depth understanding of Genesys Engage/Pure Cloud: 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 Framework: Leading-edge expertise in implementing multichannel center applications using Genesys tools including Composer, Designer, GAX etc.

Bring your best skills forward to excel at the role:

• Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Genesys Engage/Pure Cloud.
• 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

IMPORTANT before applying for a job internally (note: the following statements do not apply for jobs in Germany with Works Council representation):

Review this application criteria. You must already possess the appropriate visas and/or work permits required to live and work in the country the job is based. Do not apply until you have confirmed these authorizations are in place, or the job description states that international applicants will be considered.

Priority Skill Genesys Framework Your experience counts!

• Engineering Degree or MBA from a tier 1 institute
• Minimum 2 to 6 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Engage/Pure Cloud suite.
• Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Engage/Pure Cloud administration & application development using Designer tools.

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 boundaryless collaboration across the entire organization.

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

Equal Employment Opportunity Statement

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.Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

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. Wo rld. Explore your next step at Accenture