Contact Center Transformation Consultant

SONG - ACE - Genesys – Consultant

The Strategy & Consulting Global Network SONG Practice | Genesys

Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service, and marketing to accelerate business change.

Practice: SONG I Areas of Work: Genesys- Solution Consulting and Pre-Sales | Level: Analyst/ Consultant | Location: Manila | Years of Exp: 2-6 years

Explore an Exciting Career at Accenture

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest?

Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting’s Customer, Sales & Service practice.

The Strategy & Consulting Global Network Song practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will work on transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

You will work closely with our clients as consulting professionals who design, build, and implement initiatives that can help enhance business performance. As part of these, you will

Use in depth understanding of Genesys Engage/Pure Cloud: Ability to work in high-paced and complex projects

Apply understanding of industry specific Customer Service processes: Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.)

Deploy thorough understanding of Genesys Framework: Leading-edge expertise in implementing multichannel center applications using Genesys tools including Composer, Designer, GAX etc.

Bring your best skills forward to excel at the role:

Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Genesys Engage/Pure Cloud.

Easily work in high-paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs

Deploy a strong designing skill: Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...)

Maximize application design and development experience: Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms

IMPORTANT before applying for a job internally (note: the following statements do not apply for jobs in Germany with Works Council representation):

Review this application criteria.

You must already possess the appropriate visas and/or work permits required to live and work in the country the job is based. Do not apply until you have confirmed these authorizations are in place, or the job description states that international applicants will be considered.

Priority Skill

Genesys Framework

Your experience counts!

Engineering Degree or MBA from a tier 1 institute

Minimum 2 to 6 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Engage/Pure Cloud suite.

Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Engage/Pure Cloud administration & application development using Designer tools.

What’s in it for you?

An opportunity to work on transformative projects with key G2000 clients

Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.

Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.

Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities

Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

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