Job Description

The Strategy & Consulting Global Network SONG Practice | Genesys
Job Title - Genesys_Level 9-Consultant_Entity (S&C GN)
Management Level: Level 9-Consultant
Location: Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad
Must have skills: Genesys Cloud, Contact Center Analyst/Consultant, Functional CCaaS Consultant, Technical CCaaS Consultant, Industry Consultant, CCaaS Team Lead, CCaaS Design Lead
Good to have skills: Genesys PureConnect, Genesys Engage, Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.)
Experience: 5-8years
Educational Qualification: Engineering Degree or MBA from a tier 1 institute
Job Summary:
Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service, and marketing to accelerate business change.
The 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.
Roles and Responsibilities:
Functional Experience: Ability to analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions
Industry Experience: Knowledge & Experience in any of industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources
Use in depth understanding of Genesys Cloud/Engage: 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 Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Genesys tools including Architect, Admin, Collaborate
Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Genesys Cloud/Engage.
Plan, design, implementation, configuration of Genesys Cloud CX(PureCloud)/Engage
Experience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services
Integration of Genesys cloud CX with enterprise systems
Developing custom applications using Genesys platform SDK/APIs
Work Experience related to CICD tools.
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...), quality monitoring, WFM, Gamification, BYOC Edges, Recording 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.
Professional & Technical Skills:
Engineering Degree or MBA from a tier 1 institute
Minimum 2 to 8 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Cloud/Engage suite.
Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Architect/Composer/Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Cloud/Engage administration & application development.
Additional Information:
An opportunity to work on with key G2000 clients
Potential to 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 into everything--from how you service your clients to how you operate as a responsible professional.
Personalized training modules to develop your to grow your skills, industry knowledge and capabilities
Opportunity to thrive in a that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.
About Accenture We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people's physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We're proud to be consistently recognized as one of the World's Best Workplaces(TM).Join Accenture to work at the heart of change.
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Skills Required