I&P - GN - SONG - Service - Sprinklr – Consultant

The Strategy & Consulting Global Network S ONG   Practice   |   Five9    

Job Title   - Five 9 _ Level 9-Consultant _ Entity (S&C GN )  

Management   Level:   Level 9-Consultant  

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

Must have skills:   Five9   Cloud, Contact Center Analyst/Consultant, Functional CC aaS   Consultant, Technical CC aaS   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. )  

Experience: 4-8years  

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

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

Practice:   SONG   I   Are a s 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 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   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:   L eading-edge expertise in implementing multichannel center applications using   Five9   tools including   VCC Administrator, Campaigns and IVR scripts  

Bring   your best   skills   forward   to e xcel at the role :  

Ability to use technical   exposure to contact center and overall customer service area s:   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, WF O , Recording etc.  

Maximize   application design and development experience :   I mplement   the orchestration platform of   Five9   preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.   

Read about us  

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Y our   experi ence 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 Five 9   suite.  

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

What’s 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 everything—from 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.  

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   www.accenture.com  

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,   d igital 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 Strategy's 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   https://www.accenture.com/in-en/careers  

Accenture Global Network   Song |   Accenture in One Word  

At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference,   come and be   a part of our team .  

About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. Visit us at   www.accenture.com  

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We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.