Job Description

Job Title - GN - SONG - Service - Nice CX One - Analyst
Management Level: 11/Analyst
Location: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, Chennai
Must have skills: Nice CX One
Good to have skills: Contact Center
Job Summary:
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:

• Use cross domain functional exposure: Experience in contact center and overall customer service area, working in high-paced and complex projects and understanding industry specific Customer Service processes, operations and functional needs.
• Deploy thorough skills to manage stakeholder expectations: Engage in resolving issues, risks for the success of the project, 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...)
• Apply application design and development experience: Knowledge of implementing the orchestration platform of Contact Center Solution preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self-Service vendor organizations, or leading consulting firms.
• Deep dive with leading-edge expertise in implementing multichannel: Experience across IVR, Callback, Web, Email, Chat, SMS, Social Media etc. contact center applications using Contact Center Solution tools.
• Maximize thorough understanding of Contact Center Solution Framework: Integration with internal and external components, API integrations, understanding of Java, WebServices, Containerization (Kubernetes), deep knowledge of multiple contact center and speech recognition vendor platforms including hands-on experience with products.

Professional & Technical Skills:

• Experience across functional and technical Voice and Non-Voice solutions: SMS, Email, Chat, web etc. applications solutions using application development tools.

• Experience and knowledge of Contact Center Solution Infrastructure Components: Those around routing, reporting, recording, multi-media (SMS, email, chat) WhatsApp, outbound, callback & inbound IVR solutions, chatbot, voice Bot
• Knowledge of Web Integration with Orchestration applications: Use AI and Natural Language processing (NLU Engines), knowledge of cutting-edge technologies including chat and voice Bot, AI, RPA
• Experience in auxiliary systems: Including WFM, Recording, Virtual Hold, Quality Management will be a plus.

Additional Information:

• 1-4 years of experience across in depth functional and technical areas on delivering Voice and Non-Voice solutions e.g. (SMS, Email, Chat, web etc.) applications solutions using application development tools.
• Experience in implementing at least 1 NICE inContact / CXone project a must (which involves integration with CRM as well as Agent screen pop), design and application experience on implementing multichannel self-service/IVR and DFO solution.
• Experience in automating, designing and implementing key business processes in the domain of Customer Services, Contact Center Solution Cloud administration & application development using Contact Center Solution Interaction Designer

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 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at
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 Global Network - a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Global 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
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At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, .
Experience: Minimum 3+ year(s) of experience is required
Educational Qualification: MBA/PGDM from a tier 1 or 2
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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