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17/05 Anamika
Recruitment Consultant at Hiring Partners

Views:138 Applications:20 Rec. Actions:Recruiter Actions:8

Solutions Architect - Customer Experience - Contact Center Products - IIM/ISB/MDI/FMS/Ivy League (8-20 yrs)

Mumbai/Bangalore/Delhi NCR/Kolkata/Chennai/Hyderabad/Pune Job Code: 1096518

Customer Experience CX Architect

Principal Duties:

And Responsibilities:

- Ability to provide CX solution with Microsoft suite of contact center products such as Nuance, MS Dynamics, MS Luis, MS Cognitive services

- Co-Lead the Microsoft Contact Center Offering and leverage the previous experience of building the practice from scratch (attracting the best talent in the market and increasing the demand to deliver high impact Microsoft contact center projects)

- Lead and Value architect CX management transformation for telco, transportation, manufacturing, oil & gas, consumer product industry clients in ASEAN and Asia Pacific Region

- Deliver large scale Microsoft CX management transformation projects end to end from ideation, conceptualization, design and delivery

- Reimagine and streamline clients Microsoft CX management processes thinking through metrics, solutions

- Lead and drive design thinking innovative workshops with the clients using design principles and reshape their thinking about customer experience especially in the contact center / customer care domain

- Conceptualize and augment CX management solution with Microsoft solutions such as AI powered virtual assistance, agent assist, next generation work force optimization, visual automation with computer vision AI to reduce track rolls etc

- Strong experience in formulating complex business case, identifying value levers and CX metrics (reduce AHT, first time resolution, NPS) for cost optimization and customer experience enhancement

- Perform CX management capability assessment and identify foundational, evolving and advanced capabilities, cocreate the roadmap path with the clients to achieve leading class CX capabilities

- Formulate CX target operating model and detail out operating model components such as strategic sourcing & mgmt, agent performance management, CX performance, innovation management, CX management, business intelligent and and contact center technology support aligned to vision

- Ability to understand business requirements still putting customer experience at the heart of CX design

- Ability to think and pre-empt scenarios and questions from cross functional client team (from CX operations, IT, Contact Center operations, digital, analytics, line of business etc)

- Work with technical Microsoft team/developers to convert user requirements into final product

- Work with Accenture and client team on CCaaS (Contact Center as a Service) migration, lead existing legacy solution clients on the journey to new solution

- Lead and deliver agile delivery process, continuous improvement and continuous development

- Ability to share leading practices in conversation design and contact center operating model

- Work with other Accenture teams to put forward differentiated CX management solutions for large clients (RFI and RFP process)

Qualifications: - MBA from Tier 1 Bschool in India or ASEAN

Experience: - Passion for building leading class Microsoft / Nuance contact center solutions for clients

- Having thorough understanding of end to end Microsoft contact center transformation

- Thorough understanding of CX & contact center architecture and project experience with CX management solution such as (across Nuance, MS Dynamics, MS Cognitive services. MS Luis) (atleast one solution) is a must

- Industry expertise in telco / utility / products / is desirable

- Story boarding, creating differentiated solution as per client needs and compelling story telling is a must

- 8+ experience in ASEAN client CX consulting is desirable

- Ability to work with ambiguity and exploratory mindset is a must

- Strong Analytical skills, excellent written and oral communication skills

Key Competencies and Skills:

- Experience working in a large, complex global team environment

- Excellent verbal and written communication skills, with the ability to present at the Board and C-level

- Strong project management, facilitation, and organization skills

- High on impact and influence

- Performance/Status reporting to steering committee

- Problem Solving and Conflict Management

- Ability to work effectively in a remote, virtual, global environment

Additional Information: - Willingness to travel

This job opening was posted long time back. It may not be active. Nor was it removed by the recruiter. Please use your discretion.

Women-friendly workplace:

Maternity and Paternity Benefits

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