Contact Center Transformation Lead

Accenture in the Philippines; Philippines; On-site; PHP 2,000,000 - 3,200,000; Full time

Job summary

Accenture in the Philippines invites experienced leaders to drive customer platform strategies from Manila, shaping contact center solutions with Genesys across on-premise, cloud and hybrid environments. You will guide engagements, lead proposal efforts, and grow practice capabilities, working with distributed teams and a broad client base.

The role requires deep knowledge of customer service operations and engineering-driven delivery, with a focus on achieving measurable improvements in

Qualifications

• 10+ years in Manager role or 12+ years for Senior Manager, years of experience specified in posting

Responsibilities

• Analyze customer requests for Contact Center solutions (On Premise and Cloud/Hybrid).
• Manage Contact Center engagements (Genesys) across project delivery phases.
• Lead proposals with Accenture teams and vendors to respond to RFIs/RFPs.
• Develop assets and viewpoints to improve operations and customer experience

Job description

Accenture in the Philippines invites experienced leaders to drive customer platform strategies from Manila, shaping contact center solutions with Genesys across on-premise, cloud and hybrid environments. You will guide engagements, lead proposal efforts, and grow practice capabilities, working with distributed teams and a broad client base.

The role requires deep knowledge of customer service operations and engineering-driven delivery, with a focus on achieving measurable improvements in