ACN GN - SONG - Service - Five9 - Consultant

The Strategy Consulting Global Network SONG Practice | Five9

Job Title - Five9_Level 9-Consultant_Entity (SC GN)

Management Level: Level 9-Consultant

Location: Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad

Must have skills: Five9 Cloud, Contact Center Analyst/Consultant, Functional CCaaS Consultant, Technical CCaaS Consultant, Industry Consultant, CCaaS Team Lead, CCaaS Design Lead

Good to have skills: Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Genesys Cloud, Genesys Engage, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.)

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

Practice: SONG I Areas of Work: Five9- Solution Consulting, Pre-Sales Implementation |

Level: Analyst/ Consultant |

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

Years of Exp: 4-8 years

Explore an Exciting Career at Accenture

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challengesDo you want to design, build and implement strategies to enhance business performanceDoes 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 Strategy Consulting Global Network Song 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 (IVA, etc.) to enhance customer interactions.


• Industry Experience: Knowledge Experience in any industry divisions such as Communication Media Technology, Financial Services, Health Public Services, Products Resources


• Use in depth understanding of Five9 Cloud: Ability to work in high-paced and complex projects.


• Apply understanding of industry specific 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, social media etc.)


• Deploy thorough understanding of Five9 Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Five9 tools including VCC Administrator, Campaigns and IVR scripts

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 Five9.
  
  
  
  • Plan, design, implementation, configuration of Five9
  
  
  • Experience with IVR, IVA, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services
  
  
  • Integrate Five9 with enterprise systems, including CRM and other third-party applications.
  
  
  • Developing custom applications using Five9 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, WFO, Recording etc.


• Maximize application design and development experience: Implement the orchestration platform of Five9 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 4 to 8 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Five9 suite.


• Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Five9 IVR Scripts, Workflow Automation, designing and implementing key business processes in the domain of Customer Services, Five9 administration application development.

Whats 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 everythingfrom 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.

Qualification

Experience:4-8years

Educational Qualification:Engineering Degree or MBA from a tier 1 institute