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Gn - Song - Service - Amazon Connect Functional Consultant @ Accenture

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 Gn - Song - Service - Amazon Connect Functional Consultant

Job Description

The Strategy & Consulting Global Network Song Practice | CloudJob Title - Amazon Connect + Level 9 (Consultant) + Entity (S&C GN)Management Level:Level 9 - ConsultantLocation:Delhi, Mumbai, Bangalore, Gurgaon, Pune, Hyderabad and ChennaiMust 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 ExperienceExperience:Minimum 4 year(s) of experience is required
Educational Qualification:MBA from a Tier 1 or Tier 2 instituteJoin 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:Consultant | Location:Delhi, Mumbai, Bangalore, Gurgaon, Pune, Hyderabad and Chennai |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 transformations
  • Ability to stay upto 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

    • Your experience counts!
  • MBA from a tier 1 or tier 2 institute
  • 4+ 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

    • QualificationEducation Qualification (Mandatory):Post Graduation in Business Management |Years of Exp:4+ years

    Job Classification

    Industry: IT Services & Consulting
    Functional Area / Department: Consulting
    Role Category: IT Consulting
    Role: Functional Consultant
    Employement Type: Full time

    Contact Details:

    Company: Accenture
    Location(s): Mumbai

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    Keyskills:   AWS Lambda Contact Center Transformation Amazon Connect flows AWS contact center management consulting rfps python business management industry research business modeling rfis business intelligence javascript functional consultancy solution design business case

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