Job Description

Practice Overview: 
Global Network SONG functional team is aligned to the Strategy & Consulting > Global Network division of Accenture and works with clients across its marketing, commerce, sales, and services department. The team provides transformation services across three key offerings: Marketing Transformation, Commerce & Sales and Services. These services help our clients become living businesses by optimizing strategies towards reducing cost to serve, improving revenue per customer, and enhancing customer experiences.

The team is comprised of individuals who have an in-depth understanding of marketing, sales and services functions and experience across various industries like Communications, High Tech, Banking, Insurance, Energy, Utilities and Retail. 

We are looking for passionate and driven individuals who will help define sales, marketing and services strategies, design and implement loyalty solutions and create better customer engagements and experiences. Individuals must have good communication skills, knowledge in relevant technologies, innovative thinking, and commitment to quality. 

Key Responsibilities:

• Responsible for designing, developing, and implementing contact center transformations on platforms led solutions across Cloud Contact Center transformation.
• Manage proposals in response to client requests / RFPs across multiple market units to ensure a continuous pipeline of opportunities / projects.
• Market Unit Development: Connect and work with market unit leads to identify and understand the demand in the market in terms of both skill and scale required.
• Project Delivery: Engage with the client and implementation team for conducting design sessions, requirement gathering and grooming, give regular working demos to all stakeholders, solution design and implementation activities.
• Provide best practices guidance and implement approach based on industry or process benchmarks.
• Develop innovative, fact-based, and achievable strategies and operating models after evaluation of multiple strategic options.

• Lead practice-specific initiatives including creating points of view, creating reusable assets in contact center space, performing analysis on industry research and market trends, and bringing in innovative solutions, etc.

Job Requirements

Your experience counts!

• Minimum 3+ years of experience along with post-graduation in Business Management and working experience on contact center platform strategy, design, and implementation (pref. a mix of cloud and on-premise contact center platforms)
• Consulting / functional experience in one or more of the following:
  • Sales strategy and business planning
  • Service strategy, business planning and cost optimization initiatives
  • Sales / Service channel design and management / optimization
  • Customer experience design
  • Contact center strategy & design
  • Customer 360 design and delivery
• Contact Center Platform Certifications - good to have
• Must have extensively worked on Proposals and contributed to business development work
• Experience of leading and managing a team is mandatory
• Strong oral and written communication skills, including presentation skills

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:

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

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