Job Description
The Strategy & Consulting Global Network Song Practice | CloudJob Title - Amazon Connect + Level 6 (Senior Manager) + Entity (S&C GN)Management Level:Level 6 - Senior Manager
Location:Delhi, Mumbai, Bangalore, Gurgaon, Pune, Hyderabad and Chennai
Must have skills:AWS contact center, Amazon Connect flows, AWS Lambda and Lex bots, Amazon Connect Contact Center, Contact Center Transformation
Good to have skills:AWS Lambda and Lex bots, Amazon Connect, Customer Experience
Experience:Minimum 12 year(s) of experience is required
Educational Qualification:MBA from a Tier 1 or Tier 2 institute
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
IAreas of Work:Cloud AWS Cloud Contact Center Transformation, Analysis and Implementation
|Level:Senior Manager
| Location:Delhi, Mumbai, Bangalore, Gurgaon, Pune, Hyderabad and Chennai |
Education Qualification (Mandatory):Post Graduation in Business Management |
Years of Exp:12+ 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 SketchThe 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 transformationsAbility to stay up-to market new technologies, perform research and provide strategic, goal-driven solutions for clientsProvide useful contributions to team meetings and conversations, actively participating in client meetings and workshops- Ability to create hypothesis based on understanding of clients' issuesAdvise 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 activitiesWork on creating business cases for journey to cloud, cloud strategy, cloud contact center vendor assessment activitiesWork on creating Cloud transformation approach for contact center transformationsWork on innovative assets, proof of concept, sales demos for Amazon Connect cloud contact centerSupport in responding to RFIs and RFPs on contact center transformationsBring 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 modelsUse deep understanding of customer-centric design processes:Apply working knowledge of customer-centered design, complemented with consulting experienceInnovate 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 learnerYour experience counts!MBA from a tier 1 or tier 2 institute12+ 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 requirementsAbility to work in high-paced and complex projects and understand industry-specific customer service processes, operations and functional needsThorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the projectBachelor'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 customersWhat's in it for you?An opportunity to work on with key G2000 clientsPotential 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 everything"from 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 capabilitiesOpportunity to thrive in a that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.
QualificationsExperience:Minimum 12 year(s) of experience is required
Educational Qualification:MBA from a Tier 1 or Tier 2 institute
Job Classification
Industry: IT Services & Consulting
Functional Area / Department: Engineering - Software & QA,
Role Category: Software Development
Role: Engineering Manager
Employement Type: Full time
Contact Details:
Company: Accenture
Location(s): Mumbai
Keyskills:
Amazon Connect
AWS Lambda
Contact Center Transformation
strategy management
Lex bots
Amazon Connect Contact Center
