GN - SONG - Service - Amazon Connect Analyst

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

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Areas 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 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's Customer, Sales & Service 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.

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.

Qualifications


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

Read about us

Blogs

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

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.