The Strategy & Consulting Global Network SONG Practice | Genesys
Job Title - Genesys_Level 11-Analyst _Entity (S&C GN)
Management Level :Level 11-Analyst
Location:Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad
Must have skills:Genesys Cloud, Contact Center Analyst/Consultant, Functional CCaaS Consultant, Technical CCaaS Consultant, Industry Consultant, CCaaS Team Lead, CCaaS Design Lead
Good 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 I Areas 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 Networks 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 center's functions, products & technology solutions covering AI & Gen AI solutions
- Industry Experience :Knowledge & Experience in any of industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources
- Use in depth understanding of Genesys Cloud/Engage :Ability to work in high-paced and complex projects.
- Apply understanding of CC Customer Service processes: Possess 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, Collaborate
Bring 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)/Engage
- Experience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services
- Integration of Genesys cloud CX with enterprise systems
- Developing custom applications using Genesys platform SDK/APIs
- Work Experience related to CICD tools.
- Easily work in high-paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs
- Deploy 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.
Your 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.
Qualification
Experience
: Minimum 2 year(s) of experience is required Educational Qualification
: Engineering Degree or MBA from a tier 1 institute
