Strategic Contact Center Transformation Lead

Accenture in the Philippines; Philippines; On-site; PHP 1,800,000 - 2,400,000; Full time

Job summary

Accenture in the Philippines is seeking a Customer Platform Manager in Manila to lead transformation initiatives for global clients in customer service operations, with a focus on Genesys frameworks and hybrid/cloud deployments.

You will analyze requests, manage contact center engagements, and drive proposals with teams and vendors to deliver measurable improvements in customer experience and cost efficiency. Strong leadership across multi-geography agile projects is essential.

Qualifications

• 10 years' experience in Customer Service operations and Contact Center channels.
• Experience leading Customer Service operations assessment/benchmarking.
• Knowledge of on-premise, on-cloud, hybrid cloud and cloud economics for Genesys solutions.
• Experience with Genesys Cloud administration & components.

Responsibilities

• Analyze customer requests for Contact Center; provide solution recommendations (On Premise, Cloud/Hybrid).
• Manage Contact Center engagements (Genesys) across project delivery phases.
• Lead business proposals with Accenture teams and vendors to respond to RFIs/RFPs.
• Grow Genesys capability; develop assets to improve operational efficiency and customer experience.

Tools

Genesys PureEngage / PureConnect

Omni-Channel Routing

Cloud Solutions

CRM integration

Job description

Accenture in the Philippines is seeking a Customer Platform Manager in Manila to lead transformation initiatives for global clients in customer service operations, with a focus on Genesys frameworks and hybrid/cloud deployments.

You will analyze requests, manage contact center engagements, and drive proposals with teams and vendors to deliver measurable improvements in customer experience and cost efficiency. Strong leadership across multi-geography agile projects is essential.