Accenture
Customer Service Technology Business Consultant
Accenture, Overland Park, Kansas, United States, 66213
Overview
Accenture Song—a new breed of agency that’s all about the Experience. For us, customer experience is foundational to who we are and how we empower our clients. We drive lasting growth by helping them design, build, and run meaningful experiences that make people’s lives better, more productive, and more meaningful. We do this by transforming organizations through standout products and services; building and delivering award-winning campaigns; and piloting, integrating, scaling, and running the platforms that underpin the world’s greatest experiences. Visit us here to learn more about what makes us the Experience Agency. The digital economy has increased the importance of digital content. Digital content and the customer experience it fuels express a brand’s voice and purpose. 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, organizing, storing, and optimizing content, including taxonomy, rights and asset management, analytics, and quality assurance. Role
You are an expert in customer service from customer interactions to back-office functions including contact centers, with an understanding of the software and technology that enable day-to-day operations. You understand what drives customer interactions and channels, how to unlock and deliver customer value, and you think about customer support in a digital, self-service manner. You’re ready to apply your knowledge to help clients optimize and transform their customer service solutions. You’ve led a customer service transformation previously and are experimenting with GenAI’s impact on large-scale technology delivery. Working in an agile, fast-paced environment energizes you, and you contribute through creative and analytical thinking to solve problems and transform challenges into opportunities. Leadership and verbal skills are top-drawer, and you know how to work well with everyone from junior colleagues to executive stakeholders. 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 Qualifications
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 with technology platform capabilities Incorporating experience design and analytics into customer service and support processes 3+ years of experience with Cloud (SaaS) solutions for Service and how they fit into a client’s larger application ecosystem 3+ years of experience with Customer service platform technologies (such as Genesys, NICE, Salesforce, Microsoft Dynamics, Amazon Connect, Google CES, etc.) 1+ years of experience 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 workforce 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
Experience in analyzing Service technology platform requirements and producing recommendations against benchmarks, and implementing as a result 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 with center start-ups, consolidation or outsourcing Compensation and Benefits
Compensation at Accenture varies based on a wide array of factors, including location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable compensation range for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New Jersey, New York or Washington. Applications are accepted on an ongoing basis with no fixed deadline. Information on benefits is here: https://www.accenture.com/us-en/careers/local/total-rewards Role Location Annual Salary Range: California: $63,800 to $196,000 Colorado: $63,800 to $169,300 District of Columbia: $68,000 to $180,300 Illinois: $59,100 to $169,300 Minnesota: $63,800 to $169,300 Maryland: $63,800 to $169,300 New York/New Jersey: $59,100 to $196,000 Washington: $68,000 to $180,300 What We Believe
We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here: https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce Equal Employment Opportunity
Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by law. Accenture is committed to providing veteran employment opportunities. For details, view the Equal Employment Opportunity and Affirmative Action Policy Statement: https://www.accenture.com/content/dam/accenture/final/accenture-com/document/Annual-Policy-Statement-Regarding-EEO-2023-Applicant.pdf#zoom=50 Accommodations
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired and require accommodation, you will participate in our reasonable accommodation process. If you would like to be considered and have accommodation needs, please call toll-free at 1 (877) 889-9009, email https://www.accenture.com/us-en/about/contact-us, or speak with your recruiter. Other Statements
Applicants must have work authorization without visa sponsorship now or in the future. Candidates currently employed by a client or affiliated Accenture business may not be eligible. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest. Accenture prohibits discrimination against employees or applicants who discuss or disclose their own pay, except as permitted by law. Some roles may restrict disclosure of compensation information.
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Accenture Song—a new breed of agency that’s all about the Experience. For us, customer experience is foundational to who we are and how we empower our clients. We drive lasting growth by helping them design, build, and run meaningful experiences that make people’s lives better, more productive, and more meaningful. We do this by transforming organizations through standout products and services; building and delivering award-winning campaigns; and piloting, integrating, scaling, and running the platforms that underpin the world’s greatest experiences. Visit us here to learn more about what makes us the Experience Agency. The digital economy has increased the importance of digital content. Digital content and the customer experience it fuels express a brand’s voice and purpose. 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, organizing, storing, and optimizing content, including taxonomy, rights and asset management, analytics, and quality assurance. Role
You are an expert in customer service from customer interactions to back-office functions including contact centers, with an understanding of the software and technology that enable day-to-day operations. You understand what drives customer interactions and channels, how to unlock and deliver customer value, and you think about customer support in a digital, self-service manner. You’re ready to apply your knowledge to help clients optimize and transform their customer service solutions. You’ve led a customer service transformation previously and are experimenting with GenAI’s impact on large-scale technology delivery. Working in an agile, fast-paced environment energizes you, and you contribute through creative and analytical thinking to solve problems and transform challenges into opportunities. Leadership and verbal skills are top-drawer, and you know how to work well with everyone from junior colleagues to executive stakeholders. 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 Qualifications
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 with technology platform capabilities Incorporating experience design and analytics into customer service and support processes 3+ years of experience with Cloud (SaaS) solutions for Service and how they fit into a client’s larger application ecosystem 3+ years of experience with Customer service platform technologies (such as Genesys, NICE, Salesforce, Microsoft Dynamics, Amazon Connect, Google CES, etc.) 1+ years of experience 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 workforce 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
Experience in analyzing Service technology platform requirements and producing recommendations against benchmarks, and implementing as a result 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 with center start-ups, consolidation or outsourcing Compensation and Benefits
Compensation at Accenture varies based on a wide array of factors, including location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable compensation range for roles that may be hired in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New Jersey, New York or Washington. Applications are accepted on an ongoing basis with no fixed deadline. Information on benefits is here: https://www.accenture.com/us-en/careers/local/total-rewards Role Location Annual Salary Range: California: $63,800 to $196,000 Colorado: $63,800 to $169,300 District of Columbia: $68,000 to $180,300 Illinois: $59,100 to $169,300 Minnesota: $63,800 to $169,300 Maryland: $63,800 to $169,300 New York/New Jersey: $59,100 to $196,000 Washington: $68,000 to $180,300 What We Believe
We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here: https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce Equal Employment Opportunity
Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by law. Accenture is committed to providing veteran employment opportunities. For details, view the Equal Employment Opportunity and Affirmative Action Policy Statement: https://www.accenture.com/content/dam/accenture/final/accenture-com/document/Annual-Policy-Statement-Regarding-EEO-2023-Applicant.pdf#zoom=50 Accommodations
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired and require accommodation, you will participate in our reasonable accommodation process. If you would like to be considered and have accommodation needs, please call toll-free at 1 (877) 889-9009, email https://www.accenture.com/us-en/about/contact-us, or speak with your recruiter. Other Statements
Applicants must have work authorization without visa sponsorship now or in the future. Candidates currently employed by a client or affiliated Accenture business may not be eligible. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest. Accenture prohibits discrimination against employees or applicants who discuss or disclose their own pay, except as permitted by law. Some roles may restrict disclosure of compensation information.
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