#ACN GN - SONG - Service - Contact Center - Senior Manager job opportunity at Accenture Plc.

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Accenture Plc #ACN GN - SONG - Service - Contact Center - Senior Manager
Experience: General
Pattern: full-time
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Consulting

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degreeBachelor's (B.Sc.)
loacation Gurugram, India
loacation Gurugram....India

The Strategy & Consulting Global Network Song Practice | Cloud Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change. Practice: Global Network SONG I Areas of Work: Contact Center Transformation Lead| Level: Manager/Senior Manager |Years of Exp: 10+ Years Explore an Exciting Career at Accenture Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest? Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting, Global Network’s SONG practice. The Practice – A Brief Sketch The Strategy & Consulting Global Network Song practice is aligned to the Global Network Song 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 Living Marketing, Connected Commerce and Next-Generation Customer Care. 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. 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: Define and lead contact center transformation strategies, omni-channel customer interactions, including IVR, web, email, chat, SMS, and social platforms. Lead a team responsible for designing, developing, and implementing contact center transformations in any of the CCaaS platforms (Sprinklr, AWS Connect, Genesys Cloud, Nice CXOne, Five9, Cisco, Google CCAI), lead solutions across Cloud Contact Center transformation. People Development: Grow the practice and business by engaging in hiring across platforms, along with nurturing, upskilling existing team. Project Delivery: Lead a team of contact center transformation consultants and engage with the client and implementation team: for conducting design sessions, requirement gathering and grooming, give regular working demos to all stakeholders, solution design and implementation activities Work on creating business cases for journey to cloud, cloud contact center vendor assessment activities Drive adoption and strategic application of advanced capabilities, including quality monitoring, analytics, workforce management, gamification, and AI-powered customer experiences (including GenAI and Agentic AI). Work on creating transformation approach for contact center transformations Work on innovative assets, proof of concept, sales demos for contact center platforms Lead and contribute to RFIs, RFPs, and proposals, providing strategic input on solution design, effort estimation, and articulating business and transformation value. Bring your best skills forward to excel at the role: Seasoned Techno-functional professional with significant experience working on a large-scale Business / Operational Transformation project Strong program management / people management skills Deep understanding of the contact center technology landscape, any of the CCaaS (Sprinklr, AWS Connect, Genesys Cloud, Nice CXOne, Five9, Cisco, Google CCAI), omni-channel platforms, workforce engagement, and analytics Ability to understand client challenges and requirements, ability to address these challenges/requirements in a differentiated manner. Ability to guide the team to implement the solution, sell, deliver cloud contact center solutions to clients. Excellent communications and stakeholder management skills Ability to embrace new challenges and to be a passionate learner Read about us. Blogs What’s in it for you? An opportunity to work on transformative projects with key G2000 clients Potential to Co-create 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 responsible business into everything—from how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization. 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 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com 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 Capability Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Capability 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 https://www.accenture.com/in-en/careers Accenture Global Network Song | Accenture in One Word At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.

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