GN - SONG - Service - Genesys – Senior Analyst

This job is with Accenture, an inclusive employer and a member of myGwork – the largest global platform for the LGBTQ+ business community. Please do not contact the recruiter directly.

The Strategy & Consulting Global Network SONG Practice

Genesys

Job Title -

Genesys_Level 11-Analyst _Entity (S&C GN)

Management Level : Level 11-Analyst

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

Must have skills : Genesys Cloud, Contact Center Analyst / Consultant, Functional CCaaS Consultant, Technical CCaaS Consultant, Industry Consultant, CCaaS Team Lead, CCaaS Design Lead

Good to have skills : Genesys 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.)

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

Practice : SONG

Areas of Work :

Genesys- Solution Consulting, Pre-Sales & Implementation

| Level : Analyst / Consultant

| Location :

Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad |

Years of Exp : 2-8 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

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 CC 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, SMS, Social Media etc.)

Deploy thorough understanding of Genesys Architecture / Framework :

Leading-edge expertise in implementing multichannel center applications using Genesys tools including Architect, Admin, Collaborate

Bring your best skills forward to excel at the role :

Ability to use technical exposure to contact center and overall customer service areas :

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 :

Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.

Read about us

Blogs

Your experience counts!

Engineering Degree or MBA from a tier 1 institute

Minimum 2 to 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.

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, digital 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.

Qualifications :

Experience :  Minimum 2 year(s) of experience is required

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