SONG - Service - Genesys - Associate Manager

 About The Role  

The Strategy & Consulting Global Network S ONG Practice

| Genesys



Job Title - Genesys_ Level 8 - Associate Manager _ Entity (S&C GN )

Management LevelLevel 8 - Associate Manager

LocationGurgaon, Mumbai, Bangalore , Chennai, Pune, Hyderabad

Must have skillsGenesys Cloud, Contact Center Analyst/Consultant, Functional CC aaS Consultant, Technical CC aaS Consultant, Industry Consultant , CCaaS Team Lead, CCaaS Design Lead

Good to have skillsGenesys 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.)

Experience:" 5 -8years

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



Job

Summary



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

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.




Roles and Responsibilities

Functional Experience Ability to analyze and suggest recommendations around contact centers 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 industry specific Customer Service processes P ossess 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 L eading-edge expertise in implementing multichannel center applications using Genesys tools including Architect , Admin, Collaborate

Ability to use technical exposure to contact center and overall customer service area s 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 I mplement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.

 Qualification 

Professional & Technical

Skills:

Engineering Degree or MBA from a tier 1 institute

Minimum 7- 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 .

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 & 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 Our Company | Accenture