Senior Manager, Contact Center Transformation

Accenture; Taguig; On-site; PHP 1,500,000 - 2,100,000; Full time

Job summary

Accenture is seeking a seasoned leader for its Strategy & Consulting practice in the Philippines to drive transformation across marketing, sales and service functions. You will shape service strategies, design contact center solutions, and lead multi-geography agile delivery with a focus on Genesys platforms.

The role requires deep customer service ops experience, strong proposal capabilities, and a track record of delivering high-impact outcomes for global clients.

Qualifications

• Must have 10 years of experience in Customer Service operations and Contact Center channels.
• Experience leading customer service operations assessments and building business cases for improvements.
• Experience implementing multichannel self-service/IVR and Omni-Channel Routing on Genesys suites.
• Knowledge of on-premise, cloud and hybrid cloud pricing and TCO.
• Experience with Genesys Cloud administration and designer tools.

Responsibilities

• Analyze customer requests for Contact Center and recommend On Premise/Cloud solutions.
• Lead engagements across project delivery phases for Genesys capacity growth.
• Develop proposals responding to RFIs/RFPs with Accenture teams and vendors.
• Collaborate to improve operational efficiency and customer experience using Genesys frameworks.

Skills

Customer Service ops

Contact Center mgmt

RFP & proposals

Genesys platform knowledge

Multi-channel IVR & omnichannel

Agile project experience

Education

Bachelor’s degree or equivalent

Tools

Genesys Composer

Genesys Designer

Genesys Cloud

SIP Framework

Job description

Accenture is seeking a seasoned leader for its Strategy & Consulting practice in the Philippines to drive transformation across marketing, sales and service functions. You will shape service strategies, design contact center solutions, and lead multi-geography agile delivery with a focus on Genesys platforms.

The role requires deep customer service ops experience, strong proposal capabilities, and a track record of delivering high-impact outcomes for global clients.