Customer Experience/CCaaS Service Technology Business Consultant

Accenture•Chicago, IL

8d•Hybrid

About The Position

Accenture Song is a new breed of agency focused on Experience. We transform organizations by designing, building, and running meaningful experiences that improve people's lives. We help leading brands create and deliver the right content for the right customer at the right time for immersive, relevant experiences through an end-to-end approach to the content lifecycle. We offer an end-to-end approach to the content lifecycle and cut through the complexity for improved speed to market and relevance, at scale. Our unique tools and services organize, store, and optimize content, including taxonomy, rights and asset management, analytics, and quality assurance.

Requirements

A minimum of three (3) years of consulting experience with heavy focus working in customer service, customer support, contact center environment or digital customer field including: Solutioning and selling new ideas and proposals
Blending business requirements together with technology platform capabilities
Incorporating experience design and analytics into customer service, and support processes
3+ years of experience working with: Cloud (SaaS) solutions for Service and determining how they fit into a client’s larger application ecosystem
3+ years of experience working with Customer service platform technologies (such as Genesys, NICE, talkDesk Salesforce, Microsoft Dynamics, Amazon Connect, Google CES etc.)
1+ years of experience with Conversational AI (Conversational AI platforms such as ElevenLabs, Cognigy, Netomi, Sierra etc.)
1+ years of experience working with Artificial intelligence and front-end digital platforms
3+ years of functional knowledge in two or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting metrics/KPIs, and supplier/contract management

Nice To Haves

Experience in conducting analysis of Service technology platform requirements and producing recommendations against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations
Have hands-on experience with artificial intelligence, GenAI and conversational design
Experience in evaluating benchmark data (e. g. customer, process, financial benchmarks); web/chat/ email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing

Responsibilities

Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address their unique needs and business goals
Define business and implementation of roadmaps, and execute delivery of solutions
Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences
Collaborate with visual designers and analytic teams to generate insights and deliver customer centric, insight driven solutions
Advise clients on ways to measure and improve their customer-centric metrics
Establish relationships with client stakeholders and build long-term partnerships for Accenture
Work with technology ecosystem partners to design and implement service technology platforms
Manage and coach junior team members, and continue to develop your own expertise
Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position