Customer Experience & CCaaS Strategy Consultant

Accenture; New York (NY); On-site; USD 66,000 - 196,000; Full time

Benefits offered by this job

Medical, dental, vision, life benefits

Long-term disability coverage

401(k) plan and paid holidays

Job summary

Accenture Song helps brands design, build, and run meaningful experiences. Accenture seeks a consultant to shape CX strategy, define delivery roadmaps, and lead teams to redesign processes and technology for improved customer service outcomes.

You will collaborate with design and analytics, measure impact on CX metrics, and cultivate client partnerships while coaching junior staff and contributing to industry thought leadership.

Qualifications

• Three or more years in consulting with a heavy customer service focus.
• Experience shaping roadmaps and delivering strategic solutions.
• Blend business requirements with technology platform capabilities.
• Incorporate experience design and analytics into customer service processes.
• Experience with cloud SaaS solutions in client ecosystems.
• Knowledge of leading contact center platforms and AI-enabled CX.

Responsibilities

• Evaluate clients’ current customer service offerings, identify gaps and propose strategic solutions.
• Define business and implementation roadmaps and deliver solutions.
• Lead delivery teams to redesign organizational structure, processes and tech.
• Collaborate with designers and analytics teams to deliver insight-driven CX.
• Advise clients on measuring and improving customer-centric metrics.
• Build long-term client relationships and partnerships for Accenture.
• Work with ecosystem partners to design service platforms.
• Coach junior team members and grow own expertise.
• Contribute to thought leadership to sustain Accenture’s position.

Skills

Consulting experience

Customer service focus

Solutioning

Proposal development

Blending business and tech

Experience design & analytics

Full lifecycle delivery

Tools

Genesys

NICE

Salesforce

Microsoft Dynamics

Amazon Connect

Google CES

Job description

Accenture Song helps brands design, build, and run meaningful experiences. Accenture seeks a consultant to shape CX strategy, define delivery roadmaps, and lead teams to redesign processes and technology for improved customer service outcomes.

You will collaborate with design and analytics, measure impact on CX metrics, and cultivate client partnerships while coaching junior staff and contributing to industry thought leadership.