GN - SONG - Service - Amazon Connect Senior Manager

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 Practice IAreas of Work: Cloud Contact Center Transformation, End to End Delivery and Implementation Management | Level: Senior Manager | Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad, Kolkata | Education Qualification (Mandatory): Post Graduation in Business Management |Years of Exp: 14+ years

Explore an Exciting Career at Accenture

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challengesDo you want to design, build and implement strategies to enhance business performanceDoes 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 Customer, Sales Service practice.

The Practice A Brief Sketch

The 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.

• Lead a team responsible for designing, developing, and implementing contact center transformations on platforms led solutions across Cloud Contact Center transformation
• Business Development: Lead and manage proposals in response to client requests / RFPs across multiple market units to ensure a continuous pipeline of opportunities / projects
• Market Unit Development: Connect and work with market unit leads to identify and understand the demand in the market in terms of both skill and scale required
• 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
• Provide best practices guidance and implement approach based on industry or process benchmarks
• Develop innovative, fact-based, and achievable strategies and operating models after evaluation of multiple strategic options.

• Lead practice-specific initiatives including creating points of view, creating reusable assets in contact center space, performing analysis on industry research and market trends, and bringing in innovative solutions, etc.

Bring your best skills forward to excel at the role:

• Seasoned professional with significant experience working on a large-scale Business / Operational Transformation project
• Strong program management / people management skills
• Experience working with C level executives
• Can work in high-paced and complex projects and understand industry-specific sales and service processes, operations, and functional needs
• Ability to work on business proposals from solutioning and effort estimation standpoint and to demonstrate solutions during client orals
• Excellent communications and presentation skills
• Performance and status reporting
• Problem solving and conflict management
• Ability to work effectively in a remote, virtual and global environment
• Willingness to travel in case the need arises

Your experience counts!

• Minimum 12+ years of experience along with post-graduation in Business Management and working experience on contact center platform strategy, design, and implementation (pref. a mix of cloud and on-premise contact center platforms)
• Consulting / functional experience in one or more of the following:
• Sales strategy and business planning
• Service strategy, business planning and cost optimization initiatives
• Sales / Service channel design and management / optimization
• Customer experience design
• Contact center strategy design
• Customer 360 design and delivery
• Contact Center Platform Certifications - good to have
• Must have extensively worked on Proposals and contributed to business development work
• Experience of leading and managing a team is mandatory

Strong oral and written communication skills, including presentation skills