GN - SONG - Service - Nice CX One - Consultant

The Strategy & Consulting Global Network Song Practice | Nice CXone- Consultant

Join our team of Strategy & Consulting Global Network Song consultants who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change.

Practice:Strategy & Consulting Global Network Song I

Areas of Work:Nice CXone Contact Centre Solutions and Pre-Sales |

Level:Consultant |

Location:Gurgaon, Mumbai, Bangalore, Hyderabad, Chennai, Pune

| Years of Exp: 4-8 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 & Consultings Global Network practice.

The Practice- A Brief Sketch

The practice is aligned to the Global Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you 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

Use understanding of contact center framework- Work in high-paced and complex projects along with understanding industry specific customer service processes, operations and functional needs of the project.

Deploy customer service concepts and contact center skills:Manage stakeholder expectations and engage in resolving issues and risks for the success of the project

Design and deliver customer interaction solutions across: Apply across various interaction channels (IVR, web, email, chat, SMS, Social Media etc...)

Apply leading-edge expertise in implementing omni-channel/multichannel applications:Experience across IVR, Callback, Web, Email, Chat, SMS, Social Media etc. contact center applications using dev tools e.g., Designer

Maximize understanding of CC Framework: Deep dive into integration with internal and external components, API integrations, understanding of Java and Webservices.

Use deep knowledge of multiple self-service and speech recognition vendors offerings: Knowledge of both real-time and historical reporting and analytics, managing routing rules, conversational & contextual services, back-office workload distribution, agent desktop applications.

Bring your best skills forward to excel at the role:

Sound and expert understanding of Contact Center solutions:Components both for on premise and cloud solution types, in depth experience in designing and implementing key business processes in the domain of Customer Services

Read about us.

Qualifications

Your experience counts!

4-8 years experience in depth Functional and technical experience on delivering Voice and Non-Voice solutions ex. (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) and functional, technical detailed design and over-all application experience on building multichannel self-service/IVR and DFO.

Experience in CC Cloud administration and system management:Experience in preparing contact center application architecture & design, experience in leveraging CC products to automate customer service processes, experience in integrating web apps with AI for Natural Language processing including Bot, AI, RPA.

Whats in it for you?

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 everythingfrom 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.