Customer Experience/CCaaS Service Technology Business Consultant

Accenture PLC; Chicago (IL); On-site; USD 120,000 - 150,000; Full time

Job summary

Accenture Song seeks a consulting professional specializing in customer service transformation to help clients design, deliver, and measure value across service platforms and digital channels. You will drive vision, roadmaps, and multi-disciplinary delivery with agile teams.

You will collaborate with design and analytics groups, advise on metrics, and cultivate long-term client partnerships while coaching junior members and contributing to thought leadership.

Qualifications

• Minimum three years of consulting focused on customer service.
• Three or more years with Cloud (SaaS) solutions in service contexts.
• Experience with major customer service platforms (Genesys, NICE, Talkdesk, Salesforce, MS Dynamics).
• At least one year with Conversational AI and front-end digital platforms.
• Strong leadership and stakeholder management in agile delivery.

Responsibilities

• Evaluate clients' current customer service offerings, identify gaps, shape vision and propose strategic solutions.
• Define roadmaps and execute delivery of solutions.
• Lead delivery teams to redesign organizational structure, processes, and technology capabilities.
• Collaborate with designers and analytics teams to deliver customer-centric, insight-driven solutions.
• Advise on how to measure and improve customer-centric metrics.
• Build long-term client relationships and partner with Accenture teams and ecosystem partners.
• Coach junior team members and develop your own expertise.
• Contribute to thought leadership to maintain Accenture's leadership position.

Skills

Leadership

Verbal skills

Agile/fast-paced

Customer service transformation

Tools

Genesys

NICE

Talkdesk

Salesforce

Microsoft Dynamics

Amazon Connect

Google CES

Job description

Job Description

We Are:

Accenture Song-a new breed of agency that is all about the Experience. For us, customer experience is not an add-on; it's foundational to who we are and how we empower our clients. As the world's largest, most disruptive agency, we drive lasting growth for clients by helping them design, build, and run meaningful experiences that make people's lives better, more productive, and more meaningful. We do this in three ways: by transforming organizations through standout products and services; by building and delivering award-winning campaigns so brands can engage and communicate creatively with customers at scale; and by using our top-notch skills to pilot, integrate, scale, and run the platforms that underpin the world's greatest experiences. Visit us here to learn more about what makes us the Experience Agency.

The digital economy has caused a massive increase in the amount and importance of digital content. Digital content and the customer experience it fuels are, together, a vital expression of a brand's voice and purpose. We help leading brands create and deliver the right content for the right customer at the right time for immersive, relevant experiences. We offer an end-to-end approach to the content lifecycle and cut through the complexity for improved speed to market and relevance, at scale. Our unique tools and services organize, store, and optimize content, including taxonomy, rights and asset management, analytics, and quality assurance.

You are:

An expert in customer service from customer interactions to back-office functions including contact centers, with an understanding of the software / technology that enables day-to-day operations. You understand the ins and outs of customer service organizations what drives customer interactions & channels, how to unlock and deliver customer value and think about customer support in a digital, self-service manner and you're ready to apply your knowledge to help clients optimize and transform their customer service solutions. You've led a customer service transformation previously and are currently experimenting with how GenAI can impact your business and understand large scale technology delivery. Working in an agile, fast-paced environment energizes you, and you're at your best when contributing to a team. You're always ready to dive deep into creative and analytical thinking to solve problems and transform challenges into opportunities. Leadership and verbal skills Yours are top-drawer, and you know how to work well with everyone from junior colleagues to executive stakeholders.

The work:

• Evaluate clients' current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address their unique needs and business goals
• Define business and implementation of roadmaps, and execute delivery of solutions
• Lead delivery teams to redesign clients' organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences
• Collaborate with visual designers and analytic teams to generate insights and deliver customer centric, insight driven solutions
• Advise clients on ways to measure and improve their customer-centric metrics
• Establish relationships with client stakeholders and build long-term partnerships for Accenture
• Work with technology ecosystem partners to design and implement service technology platforms
• Manage and coach junior team members, and continue to develop your own expertise
• Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position

Here's what you'll need:

• A minimum of three (3) years of consulting experience with heavy focus working in customer service, customer support, contact center environment or digital customer field including:
  • Solutioning and selling new ideas and proposals
  • Blending business requirements together with technology platform capabilities
  • Incorporating experience design and analytics into customer service, and support processes
• 3+ years of experience working with: Cloud (SaaS) solutions for Service and determining how they fit into a client's larger application ecosystem
• 3+ years of experience working with Customer service platform technologies (such as Genesys, NICE, talkDesk Salesforce, Microsoft Dynamics, Amazon Connect, Google CES etc.)
• 1+ years of experience with Conversational AI (Conversational AI platforms such as ElevenLabs, Cognigy, Netomi, Sierra etc.)
• 1+ years of experience working with Artificial intelligence and front-end digital platforms
• 3+ years of functional knowledge in two or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and workforce management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting metrics/KPIs, and supplier/contract management

Bonus points if:

• Experience in conducting analysis of Service technology platform requirements and producing recommendations against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations
• Have hands-on experience with artificial intelligence, GenAI and conversational design
• Experience in evaluating benchmark data (e. g. customer, process, financial benchmarks); web/chat/ email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level