CX & CCaaS Service Transformation Consultant

Accenture; Mountain View (CA); On-site; USD 70,000 - 196,000; Full time

Job summary

Accenture in California is seeking a senior consulting professional with a focus on customer service and digital customer experience to shape strategic solutions and deliver end-to-end implementations. You will lead delivery teams, collaborate with design and analytics alike, and help clients measure and improve customer-centric metrics.

Role emphasizes cloud SaaS solutions, contact center platforms, and AI-driven experiences, with opportunities to build long-term client partnerships and drive

Qualifications

• Three+ years of consulting experience with heavy focus in customer service or digital customer fields.
• Experience with Cloud (SaaS) solutions for Service and how they fit in a client ecosystem.
• Experience with customer service platforms and related technologies (e.g., Genesys, NICE, Salesforce, Microsoft Dynamics, Amazon Connect).
• 1+ years of experience with Conversational AI and AI/front-end digital platforms.

Responsibilities

• Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and strategic solutions.
• Define business roadmaps and lead delivery of solutions.
• Lead delivery teams to redesign organizational structures, processes, and technology capabilities for better customer service experiences.
• Collaborate with designers and analytics teams to generate insights and deliver customer-centric solutions.
• Advise clients on measuring and improving customer-centric metrics.
• Establish relationships with client stakeholders and build long-term partnerships.

Job description

Accenture in California is seeking a senior consulting professional with a focus on customer service and digital customer experience to shape strategic solutions and deliver end-to-end implementations. You will lead delivery teams, collaborate with design and analytics alike, and help clients measure and improve customer-centric metrics.

Role emphasizes cloud SaaS solutions, contact center platforms, and AI-driven experiences, with opportunities to build long-term client partnerships and drive