Accenture - Senior Manager - Nice InContact - Strategy & Consulting Global Network Song Practice - IIM/FMS/MDI

- The Strategy & Consulting Global Network Song Practice - Nice inContact - Senior Manager

- 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 : Strategy & Consulting Global Network Song I

Areas of Work : Nice inContact Contact Centre Solutions and Pre-Sales

Level : Senior Manager

Location : Delhi, Gurgaon, Mumbai, Bangalore

Years of Experience : 12-18 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 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 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 understanding of contact center framework - Work in high-paced and complex projects along with understanding industry specific customer service processes, operations and functional needs of the project.

- Deploy customer service concepts and contact center skills : Manage stakeholder expectations and engage in resolving issues and risks for the success of the project

- Design and deliver customer interaction solutions across : Apply across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.

- Apply leading-edge expertise in implementing omni-channel/multichannel applications : Experience across IVR, Callback, Web, Email, Chat, SMS, Social Media etc. contact center applications using dev tools e.g., Designer

- Maximize understanding of CC Framework : Deep dive into integration with internal and external components, API integrations, understanding of Java and Webservices.

- Use deep knowledge of multiple self-service and speech recognition vendors' offerings : Knowledge of both real-time and historical reporting and analytics, managing routing rules, conversational & contextual services, back-office workload distribution, agent desktop applications.

Bring your best skills forward to excel at the role :

- Sound and expert understanding of Contact Center solutions : Components both for on premise and cloud solution types, in depth experience in designing and implementing key business processes in the domain of Customer Services

Your experience counts!

- MBA from a tier 1 institute

- 12-18 years' experience in depth Functional and technical experience on delivering Voice and Non-Voice solutions ex. (SMS, Email, Chat, web etc.) applications solutions using application development tools.

- Experience in implementing at least 7+ NICE inContact/CX One project a must (which involves integration with CRM as well as Agent screen pop) and functional, technical detailed design and over-all application experience on building multichannel self-service/IVR and Omni-Channel Orchestration routing applications using Contact center platforms dev tools.

- Experience in CC Cloud administration and system management : Experience in preparing contact center application architecture & design, experience in leveraging CC products to automate customer service processes, experience in integrating web apps with AI for Natural Language processing including Bot, AI, RPA.

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.

About Accenture :

- Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions - underpinned by the world's largest delivery network - Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com

About Accenture Strategy & Consulting :

Accenture Strategy shapes our clients' future, combining deep business insight with the understanding of how technology will impact industry and business models.

Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers and communities. This is our unique differentiator.

To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Capability Network - a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle.

Our Capability Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world.- For more information visit https://www.accenture.com/in-en/careers

Accenture Global Network Song | Accenture in One Word

- At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.