CX & CCaaS Service Technology Consultant

Accenture PLC; Chicago (IL); Sur place; USD 120 000 - 150 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Leadership

Verbal skills

Agile/fast-paced

Customer service transformation

Outils

Genesys

NICE

Talkdesk

Salesforce

Microsoft Dynamics

Amazon Connect

Google CES

Description du poste

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.