Strategy & Consulting - Global Network - SONG - Service - Cloud Contact Center Analyst

Accenture•San Jose, CA

7d•Hybrid

About The Position

Join Our Global Consulting Network and Expand Your Horizons! At the Global Network, we are more than just a team; we are a thriving community of over 10,000 professionals operating from key locations around the world. We specialize in providing top-tier consulting expertise across various industries and functional areas, including life sciences, energy, supply chain operations, finance, and talent management. We leverage cutting-edge technologies and innovative strategies to solve complex problems and deliver novel solutions that keep our clients ahead in a rapidly changing world. We are driven by a commitment to excellence and a passion for delivering results that matter. You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance.

Requirements

+2 years of digital experience and solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences.
Deep understanding of customer-centered design processes with consulting experience
Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements
Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations and functional needs

Nice To Haves

Experience on contact center platforms like Genesys, Amazon Connect, Nice CXOne, Microsoft, Google, Salesforce, Sprinklr.

Responsibilities

Ideate, design, and implement service experiences, talent strategies and operating models that delight customers and directly contribute to business profitability.
Create compelling storyboards and bring strong storytelling skills to articulate the customer challenges and value proposition of the solution.
Identify use cases and user journeys that can benefit from conversational experiences.
Convert the user journeys/ use cases into conversation designs, create customer journey design across customer interaction channels.
Participate in business requirements gathering, solution blueprinting, and creating functional design for customer care.
Advise clients on industry best practices (when appropriate)
Continually experiment with new tools and technologies
Ability to research and provide strategic, goal-driven solutions for clients
Collaborate with other designers, both offshore & onshore, including product managers, developers, UX designers and other stakeholders across the organization.
Provide useful contributions to team meetings and conversations, actively participating in client meetings and workshops- Ability to create hypothesis based on understanding of clients’ issues
Apply best of breed digital practices- Deep-dive with solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences.
Maximize experience in developing interactive models: Use relevant conversational platforms to design and apply interactive models
Use deep understanding of customer-centric design processes: Apply working knowledge of customer-centered design, complemented with consulting experience
Innovate with Creativity: Demonstrate an ability to work in a fast-paced environment with the ability to abstract detail into larger patterns.
Participate in pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc.
Participate in practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends and bringing in innovative solutions, etc.