Accenture - Senior Manager - IIM/ISB/FMS/MDI

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 Marketing Transformation, Connected Commerce and Advanced Customer Engagement. 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:

- Understand market and customer challenges: Create business case and strategic transformation roadmap based on market trends.

- Help sell and deliver Genesys contact center solutions to clients: Product overview, Partner readiness support, pricing, documentation, first call presentations

- Drive Partner support activities: A strong focus on nurturing deeper, more strategic relationships with key parties

- Develop requirements based on leadership input: Performance/Status reporting, Problem Solving and Conflict Management

Bring your best skills forward to excel at the role:

- Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements.

- Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in Genesys Cloud/Engage suite.

- In-depth knowledge and know-how of Customer Service Operations: Cross-industry experience, functional and hands on experience on Voice , Digital (SMS, Email, Chat etc.) , WFM, Predictive Routing and Analytics applications

- Proactively identifying customer needs through a functional and technical benefits assessment: Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions.

- Knowledge of on-premises, on-cloud, hybrid cloud and cloud economics: This includes pricing strategy of different Genesys on-premises and cloud solutions and providing detailed TCO

- Experience in Genesys Cloud administration & Solution experience: Use Genesys Architect/Composer/Designer, Genesys WFM, Pointillist , Genesys Cloud Models , Genesys Predictive Routing and Engagement.

Read about us.

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Your experience counts!

- MBA from a tier 1 institute

- A minimum 10 years of experience working with Customer Service operations and Contact Center channels, leading Customer Service operations assessment/benchmarking and In depth knowledge and know-how of Customer Service Operations, Cross-industry experience is preferred.

- Functional and hands on experience on Voice and Digital (SMS, Email, Chat etc.) applications solutioning

- Experience in leveraging Genesys product solution to automate customer service processes like Interaction Routing, CTI, Reporting etc.