GN - SONG - Service - Genesys - Analyst

The Strategy & Consulting Global Network SONG Practice

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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:Analyst/Consultant

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

Years of Exp:2+ 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 2 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.