Senior Genesys Manager

Join our team of consultants who solve customer-facing challenges for clients spanning sales, service, and marketing to accelerate business change. The Strategy and Consulting Global Network practice is aligned with 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.

Responsibilities:

• Develop and execute the contact center strategic initiatives, including the AI/Gen AI strategy, to improve customer experience and optimize business expenses and operational costs.
• Create a business case and strategic transformation roadmap based on market trends.
• Help sell and deliver Genesys contact center solutions to clients: Product overview, partner readiness support, pricing, documentation, and first-call presentations.
• Drive partner support activities: A strong focus on nurturing deeper, more strategic relationships with key parties.
• Develop requirements based on leadership input: performance/status reporting, problem-solving, and conflict management.

Requirements:

• Must have skills: Genesys Cloud, CX Transformation, CCaaS Advisory and Solution Architecture, CCaaS Consulting, Business Case Creation and Value Realization, and Industry Solutions Consulting.
• Good-to-have skills: Genesys Pure Connect, Genesys Engage, and 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. ).
• Experience: 10+ years.
• Educational Qualification: MBA.
• Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps, and deriving business cases for driving improvements.
• Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in Genesys Cloud/Engage suite.
• In-depth knowledge and know-how of customer service operations: Cross-industry experience, functional and hands-on experience on voice and non-voice (SMS, email, chat, etc. ) application solutioning using tools like Genesys Administrator and Architect/Composer/Designer.
• Proactively identifying customer needs through a technical benefits assessment: Carefully building the business value of the solution to assist with overcoming potential objections to proposed technical solutions.
• Knowledge of on-premises, on-cloud, hybrid cloud, and cloud economics: This includes the pricing strategy of different Genesys on-premises and cloud solutions and providing detailed TCO.
• Experience in Genesys Cloud administration and application experience: Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations, etc. ), or similar solutions.

Additional Information:

• 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 and consulting acumen to grow your skills, industry knowledge, and capabilities.
• Opportunity to thrive in a culture that is committed to accelerating equality for all. Engage in boundaryless collaboration across the entire organization.