Accenture
Customer Service Technology Business Consultant
Join to apply for the
Customer Service Technology Business Consultant
role at
Accenture Song . The digital economy has caused a massive increase in the amount and importance of digital content. We help leading brands create and deliver the right content for the right customer at the right time for immersive, relevant experiences. We offer an end-to-end approach to the content lifecycle and cut through the complexity for improved speed to market and relevance, at scale. Responsibilities
Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address their unique needs and business goals Define business and implementation roadmaps, and execute delivery of solutions Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences Collaborate with visual designers and analytic teams to generate insights and deliver customer centric, insight driven solutions Advise clients on ways to measure and improve their customer-centric metrics Establish relationships with client stakeholders and build long-term partnerships for Accenture Work with technology ecosystem partners to design and implement service technology platforms Manage and coach junior team members, and continue to develop your own expertise Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position What you’ll need
A minimum of five (5) years of consulting experience with heavy focus in customer service, customer support, contact center environment or digital customer field including: Solutioning and selling new ideas and proposals Blending business requirements together with technology platform capabilities Incorporating experience design and analytics into customer service, and support processes 3+ years of experience working with: Cloud (SaaS) solutions for Service and determining how they fit into a client’s larger application ecosystem 3+ years of experience working with Customer service platform technologies (such as Genesys, NICE, Salesforce, Microsoft Dynamics, Amazon Connect, Google CES, etc.) 1+ years of experience working with Artificial intelligence and front-end digital platforms 3+ years of functional knowledge in two or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting metrics/KPIs, and supplier/contract management Bonus points if
Experience in conducting analysis of Service technology platform requirements and producing recommendations against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations Have hands-on experience with artificial intelligence, GenAI and conversational design Experience in evaluating benchmark data; web/chat/email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing Role Details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Strategy/Planning and Information Technology Industries: Business Consulting and Services We accept applications on an on-going basis and there is no fixed deadline to apply. Equal Employment Opportunity Statement: Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. All employment decisions shall be made without regard to protected characteristics. Accenture is committed to providing veteran employment opportunities and equal accommodation for disabilities or religious observances where required. For details, view a copy of the Accenture Equal Employment Opportunity and Affirmative Action Policy Statement.
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Join to apply for the
Customer Service Technology Business Consultant
role at
Accenture Song . The digital economy has caused a massive increase in the amount and importance of digital content. We help leading brands create and deliver the right content for the right customer at the right time for immersive, relevant experiences. We offer an end-to-end approach to the content lifecycle and cut through the complexity for improved speed to market and relevance, at scale. Responsibilities
Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address their unique needs and business goals Define business and implementation roadmaps, and execute delivery of solutions Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences Collaborate with visual designers and analytic teams to generate insights and deliver customer centric, insight driven solutions Advise clients on ways to measure and improve their customer-centric metrics Establish relationships with client stakeholders and build long-term partnerships for Accenture Work with technology ecosystem partners to design and implement service technology platforms Manage and coach junior team members, and continue to develop your own expertise Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position What you’ll need
A minimum of five (5) years of consulting experience with heavy focus in customer service, customer support, contact center environment or digital customer field including: Solutioning and selling new ideas and proposals Blending business requirements together with technology platform capabilities Incorporating experience design and analytics into customer service, and support processes 3+ years of experience working with: Cloud (SaaS) solutions for Service and determining how they fit into a client’s larger application ecosystem 3+ years of experience working with Customer service platform technologies (such as Genesys, NICE, Salesforce, Microsoft Dynamics, Amazon Connect, Google CES, etc.) 1+ years of experience working with Artificial intelligence and front-end digital platforms 3+ years of functional knowledge in two or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting metrics/KPIs, and supplier/contract management Bonus points if
Experience in conducting analysis of Service technology platform requirements and producing recommendations against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations Have hands-on experience with artificial intelligence, GenAI and conversational design Experience in evaluating benchmark data; web/chat/email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing Role Details
Seniority level: Mid-Senior level Employment type: Full-time Job function: Strategy/Planning and Information Technology Industries: Business Consulting and Services We accept applications on an on-going basis and there is no fixed deadline to apply. Equal Employment Opportunity Statement: Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. All employment decisions shall be made without regard to protected characteristics. Accenture is committed to providing veteran employment opportunities and equal accommodation for disabilities or religious observances where required. For details, view a copy of the Accenture Equal Employment Opportunity and Affirmative Action Policy Statement.
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