Job Description
The Strategy & Consulting Global Network SONG Practice| Genesys Job Title - Genesys_Level 11-Analyst _Entity (S&C GN)Management Level :Level 11-AnalystLocation:Gurgaon, Mumbai, Bangalore, Chennai, Pune, HyderabadMust have skills:Genesys Cloud, Contact Center Analyst/Consultant, Functional CCaaS Consultant, Technical CCaaS Consultant, Industry Consultant, CCaaS Team Lead, CCaaS Design LeadGood to have skills:Genesys PureConnect, Genesys Engage, Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.)
Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service, and marketing to accelerate business change.Practice:SONG
IAreas of Work:Genesys- Solution Consulting, Pre-Sales & Implementation
| Level:Analyst/ Consultant
| Location:Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad |
Years of Exp:2-8 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 Network's 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
Functional Experience:Ability to analyze and suggest recommendations around contact centers functions, products & technology solutions covering AI & Gen AI solutionsIndustry Experience:Knowledge & Experience in any of industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & ResourcesUse in depth understanding of Genesys Cloud/Engage:Ability to work in high-paced and complex projects.Apply understanding of CC Customer Service processesPossess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc.)Deploy thorough understanding of Genesys Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Genesys tools including Architect, Admin, CollaborateBring your best skills forward to excel at the role:Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Genesys Cloud/Engage.Plan, design, implementation, configuration of Genesys Cloud CX(PureCloud)/EngageExperience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging servicesIntegration of Genesys cloud CX with enterprise systemsDeveloping custom applications using Genesys platform SDK/APIsWork Experience related to CICD tools.Easily work in high-paced and complex projects:Use understanding of industry specific Customer Service processes, operations, and functional needsDeploy a strong designing skill:Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...), quality monitoring, WFM, Gamification, BYOC Edges, Recording etc.Maximize application design and development experience:Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.Read about usYour experience counts!Engineering Degree or MBA from a tier 1 institute Minimum 2 to 8 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys Cloud/Engage suite.Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Architect/Composer/Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Cloud/Engage administration & application development.What'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.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
About Accenture Strategy & Consulting Global Network: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 Strategys 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 Song | At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, .
QualificationExperience:Minimum 2 year(s) of experience is requiredEducational Qualification:Engineering Degree or MBA from a tier 1 institute
Job Classification
Industry: IT Services & Consulting
Functional Area / Department: Engineering - Software & QA
Role Category: DBA / Data warehousing
Role: Database Administrator
Employement Type: Full time
Contact Details:
Company: Accenture
Location(s): Bengaluru
Keyskills:
genesys
ssas
customer service
ci/cd
application development
flooring
microsoft azure
concreting
shuttering
business intelligence
branch management
center management
counselling
building construction
site supervision
site engineering
brick work
