Contact Center Transformation Consulting - 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

Job Description:

Are you an outcome-oriented problem solver? Do you enjoy working on transformation strategies for global clients? Does working in an inclusive and collaborative environment spark your interest?

Then, Accenture Strategy and Consulting is the right place for you to explore limitless possibilities.

The Customer Sales & Service Consulting works with clients across their marketing, sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Marketing Transformation, 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.

The team is comprised of individuals who have great understanding of customer services function and span across various industries like CHT, FS, Utilities and Retail. The team leverages this diversified skills to deliver projects that helps drive quantifiable value to our clients.

We are looking for passionate and driven individuals who will help define service strategies, design and implement contact center solutions and help optimize our client’s service operations. Individuals must have good communication skills, knowledge in relevant technologies, innovative thinking and commitment to quality

Key responsibilities include:

• 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

#LI-PH

Your experience counts!

• Min Bachelor's degree holder or equivalent
• MBA from a tier 1 institute is highly desirable
• 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 Strategy & Consulting:

In Accenture Strategy & Consulting, we work with clients to shape their future. Drawing from years of leading business-driven and tech-enabled transformation at scale. As a recognized leader in driving change and innovation, serving clients in 120+ countries - we’re able to seek out and seize the greatest opportunities for our clients. Working in partnership with over 200 of the world’s leading ecosystem partners, we can re-tool traditional ways of working to enable new enterprise-wide intelligence and adaptability. Start your journey with us and be part of our global network of world-class Strategy and Management Consulting Talent today. To learn more about S&C, visit accenture.com/strategyandconsultingph.

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