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GN - SONG - Service - Genesys - Manager

8-12 years

₹ 20 - 36.048L/yr (AmbitionBox estimate)

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This is an estimate of the average salary range for this position. It has not been reviewed by the company, and the actual salary may differ.

Chennai

1 vacancy

GN - SONG - Service - Genesys - Manager

Accenture

posted 15d ago

Job Role Insights

Flexible timing

Job Description

The Strategy & Consulting Global Network SONG Practice


Genesys

Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service, and marketing to accelerate business change.

Practice:SONG I

Areas of Work:Genesys- Solution Consulting, Pre-Sales & Implementation

| Level:Manager

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

Years of Exp: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 & Consulting- Global Networks SONG practice.

The practice is aligned to the Capability Network 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 Marketing Transformation, Connected Commerce and Advanced Customer Engagement. 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
  • Understand market and customer challenges: Create business case and strategic transformation roadmap based on market trends.
  • Help sell and deliver Genesys contact center solutions to clients:Product overview, Partner readiness support, pricing, documentation, first call presentations
  • Drive Partner support activities: A strong focus on nurturing deeper, more strategic relationships with key parties
  • Develop requirements based on leadership input:Performance/Status reporting, Problem Solving and Conflict Management
  • Bring your best skills forward to excel at the role:
  • Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements.
  • Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing:Experience in Genesys Cloud/Engage suite.
  • In-depth knowledge and know-how of Customer Service Operations:Cross-industry experience, functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using tools like Genesys Administrator & Architect/Composer/Designer.
  • Proactively identifying customer needs through a technical benefits assessment:Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions.
  • Knowledge of on-premises, on-cloud, hybrid cloud and cloud economics: This includes pricing strategy of different Genesys on-premises and cloud solutions and providing detailed TCO
  • Experience in Genesys Cloud administration & application experience:Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations etc.) or similar solutions.
  • Read about us.
  • Qualifications

    Your experience counts!
  • MBA from a tier 1 institute
  • A minimum 8 years of experience working with Customer Service operations and Contact Center channels, leading Customer Service operations assessment/benchmarking and In depth knowledge and know-how of Customer Service Operations, Cross-industry experience is preferred.
  • Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Genesys Architect/Composer/Designer.
  • Experience in leveraging Genesys product solution to automate customer service processes like Interaction Routing, CTI, Reporting etc.
  • 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.

  • Employment Type: Full Time, Permanent

    Read full job description

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    What people at Accenture are saying

    3.5
     Rating based on 230 Manager reviews

    Likes

    Accenture provides some amount of work-life balance.

    • Job security - Good
    • +1 more
    Dislikes

    No avenues for learning in some Strategy & Consulting teams. No motivation for certifications and developing expertise in a field. Certifications are not reimbursed. A lot of politics within the top management leading to dissatisfaction within the team. The clarity on progression and future outlook seems to be completely missing. No..Read More

    • Skill development - Bad
    • +3 more
    Read 230 Manager reviews

    Manager salary at Accenture

    reported by 4.1k employees with 8-22 years exp.
    ₹13.6 L/yr - ₹47 L/yr
    88% more than the average Manager Salary in India
    View more details

    What Accenture employees are saying about work life

    based on 56.6k employees
    65%
    85%
    67%
    75%
    Flexible timing
    Monday to Friday
    No travel
    Day Shift
    View more insights

    Accenture Benefits

    Free Transport
    Cafeteria
    Work From Home
    Gymnasium
    Health Insurance
    Soft Skill Training +6 more
    View more benefits

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