GN - SONG - Service - Amazon Connect Functional Senior Manager

The Strategy & Consulting Global Network Song Practice | Cloud

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

Practice:Global Network SONG

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Areas of Work:Cloud – AWS Cloud – Contact Center Transformation, Analysis and Implementation

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Level:Manager

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

Education Qualification (Mandatory):Post Graduation in Business Management |

Years of Exp:10+ 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. As part of these, you will drive the following:

Lead a team responsible for designing, developing, and implementing contact center transformations on platforms led solutions across cloud contact center transformations.

Ideate and execute on compelling design workshops for cloud contact center transformations

Ability to stay up-to market new technologies, perform research and provide strategic, goal-driven solutions for clients

Provide useful contributions to team meetings and conversations, actively participating in client meetings and workshops- Ability to create hypothesis based on understanding of clients' issues

Advise clients on industry best practices (when appropriate)

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

Work on creating business cases for journey to cloud, cloud strategy, cloud contact center vendor assessment activities

Work on creating Cloud transformation approach for contact center transformations

Work on innovative assets, proof of concept, sales demos for Amazon Connect cloud contact center

Support in responding to RFIs and RFPs on contact center transformations

Bring your best skills forward to excel at the role:

Apply best of breed digital practices- Deep-dive with solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences.

Maximize experience in developing interactive models:Use relevant conversational platforms to design and apply interactive models

Use deep understanding of customer-centric design processes:Apply working knowledge of customer-centered design, complemented with consulting experience

Innovate with Creativity:Demonstrate an ability to work in a fast-paced environment with the ability to abstract detail into larger patterns.

Lead pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc.

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

Ability to take new challenges and to be a passionate learner

Read about us.

Blogs

Qualifications


Your experience counts!

MBA from a tier 1 or tier 2 institute

10+ years of digital experience and solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences.

Solid experience developing interactive models using conversational platforms and deep understanding of customer-centered design processes with consulting experience (optional)

Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements

Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations and functional needs

Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project

Bachelor’s degree in related field or equivalent experience and Post-Graduation in Business management would be added value.

Experience in taking a lead role for building contact center applications that have been successfully delivered to customers

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.