CX Transformation & GenAI Advisory Consultant

1000 Accenture LLP Company; New York (NY); On-site; USD 66,000 - 206,000; Full time

Benefits offered by this job

Medical

Dental

Vision

Life

Long-term disability coverage

401(k) plan

Bonus opportunities

Paid holidays

Paid time off

Job summary

Accenture is seeking an expert in customer support and contact centers to help clients optimize and transform their service solutions. You will lead delivery teams, shape vision, define roadmaps, and collaborate with designers and analytics to deliver customer-centric outcomes.

With experience in selling ideas, agile environments, and AI-enabled digital platforms, you will build business cases, advise on metrics, and develop long-term client partnerships across industries.

Qualifications

• ,

Responsibilities

• 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 cases, business and implementation roadmaps, and execute 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
• Lead change-management initiatives that drive adoption, ease implementation, and position clients’ customer-service solutions for ongoing success
• Establish relationships with client stakeholders and build long-term partnerships for Accenture
• Identify opportunities and drive business development efforts to build the Accenture Consulting practice
• Manage and coach junior team members, and continue to grow your own expertise
• Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position

Skills

Customer support leadership

Agile delivery

Cloud SaaS experience

GenAI familiarity

CRM platforms

Tools

Salesforce

Dynamics

Amazon Connect

Genesys

NICE

Job description

Accenture is seeking an expert in customer support and contact centers to help clients optimize and transform their service solutions. You will lead delivery teams, shape vision, define roadmaps, and collaborate with designers and analytics to deliver customer-centric outcomes.

With experience in selling ideas, agile environments, and AI-enabled digital platforms, you will build business cases, advise on metrics, and develop long-term client partnerships across industries.