Global Contact Center Transformation Consultant

8005 Accenture Inc Company

Taguig

Hybrid

PHP 1,000,000 - 1,800,000

Full time

8 days ago

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Job summary

Accenture Strategy & Consulting in Manila seeks an outcome‑oriented consultant to design and implement customer service transformation projects. You will work on Genesys Engage/Pure Cloud powered solutions across IVR, web, email, chat, SMS and social channels, delivering measurable improvements in performance.

The role requires strong communication, industry knowledge, and hands‑on experience with contact center tooling and orchestration.

Qualifications

Min Bachelor's degree holder; MBA from a tier 1 institute highly desirable.
Minimum 2–6 years of design and application experience in multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Engage/Pure Cloud.
Hands-on experience with Voice and Non-Voice apps (SMS, Email, Chat) using Interaction Designer/Interaction Attendant, Genesys Composer and Designer tools.

Responsibilities

Design, build, and implement initiatives to enhance client business performance.
Leverage Genesys Engage/Pure Cloud in high-paced, complex projects.
Design customer service processes across IVR, web, email, chat, SMS, and social channels.
Implement orchestration platforms using Genesys tools in enterprise settings.
Apply technical exposure to contact center and customer service domains.