CX & CCaaS Solutions Consultant for Service Technology

Accenture

Saint Petersburg (FL)

On-site

USD 90,000 - 170,000

Full time

5 days ago

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Job summary

Accenture is seeking a seasoned Customer Service Transformation Consultant to advise clients on defining and delivering end-to-end service transformations. You will lead teams, design roadmaps, and partner with stakeholders to implement innovative, data-driven customer service solutions.

You will collaborate with technology and analytics teams to deliver measurable improvements in customer experience, leading engagements in agile environments and guiding junior colleagues to grow professionally.

Qualifications

Three+ years of consulting experience in customer service, with emphasis on delivery of solutions.
Experience blending business requirements with technology platform capabilities.
Experience with Cloud (SaaS) solutions for service and integration into client ecosystems.

Responsibilities

Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions.
Define business and implementation roadmaps, and execute delivery of solutions.
Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities for optimal customer service experiences.
Collaborate with visual designers and analytics teams to generate insights and deliver customer-centric, insight-driven solutions.
Advise clients on how to measure and improve customer-centric metrics.
Build and maintain relationships with client stakeholders for long-term partnerships.
Work with technology ecosystem partners to design and implement service platforms.
Coach junior team members and develop your own expertise.