Accenture - Manager - Customer/Sales & Service Practice - Contact Center - Amazon Connect

Accenture - Manager-Amazon Connect

The Customer, Sales & Service Practice | Cloud

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

- Practice: Customer Sales & Service Sales I Areas of Work: Amazon Connect - Contact Center Transformation, Analysis and Implementation| Level: Manager / Sr.Manager | Location: Delhi, Mumbai, Bangalore, Gurgaon, Pune, Hyderabad and Chennai | Education Qualification (Mandatory): Post Graduation in Business Management |Years of Exp: 7-13 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 Practice - A Brief Sketch:

The Customer Sales & Service Consulting 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 drive the following:

- Lead a team responsible for designing, developing, and implementing contact center transformations on platforms led solutions across Cloud Contact Center transformation

- Business Development: Lead and manage proposals in response to client requests / RFPs across multiple market units to ensure a continuous pipeline of opportunities / projects

- Market Unit Development: Connect and work with market unit leads to identify and understand the demand in the market in terms of both skill and scale required

- People Development: Grow the practice and business by engaging in hiring across platforms, along with nurturing, upskilling existing team.

- Project Delivery: Lead a team of contact center transformation consultants and engage with the client and implementation team: for conducting design sessions, requirement gathering and grooming, give regular working demos to all stakeholders, solution design and implementation activities

- Provide best practices guidance and implement approach based on industry or process benchmarks

- Develop innovative, fact-based, and achievable strategies and operating models after evaluation of multiple strategic options.

- Lead practice-specific initiatives including creating points of view, creating reusable assets in contact center space, performing analysis on industry research and market trends, and bringing in innovative solutions, etc.

Bring your best skills forward to excel at the role:

- Seasoned techno-functional professional with significant experience working on a largescale business / operational transformation project

- Good understanding of contact center technology landscape.

- An understanding of AWS Cloud platform and services with Solution architect skills.

- Deep expertise on Amazon Connect product features and contact center related AWS

services like Lex, Pinpoint, Transcribe, Comprehend etc

- Deep functional and technical understanding of APIs and related integration experience

- Functional and technical understanding of building API-based integrations with

- Salesforce, Service Now and Bot platforms

- Ability to understand customer challenges and requirements, ability to address these challenges/requirements in a differentiated manner.

- Ability to help the team to implement the solution, sell, deliver cloud contact center solutions to clients.

- Excellent communications skills

- Strong program management / people management skills

Your experience counts!

- Bachelor's/PG degree in related field or equivalent experience and Post-Graduation in Business management would be added value.

- Minimum 8 years of experience in delivering software as a service or platform as a service projects related (pref. a mix of cloud and on-premise contact center platforms)

- Hands-on experience working on the design, development and deployment of contact center solutions at scale.

- Hands-on development experience with cognitive service such as Amazon connect, Amazon Lex, Lambda, Pinpoint, Comprehend, Transcribe

- Experience in taking a lead role for building contact center applications that have been successfully delivered to customers