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:

• Lead a team responsible for designing, developing, and implementing contact center transformations on platforms led solutions across Cloud Contact Center transformation.
• Business Development: Lead and 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.
• People Development: Grow the practice and business by engaging in hiring across platforms, along with nurturing, upskilling existing team.
• Project Delivery: Lead a team of contact center transformation consultants and 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.

Bring your best skills forward to excel at the role:

• Seasoned techno-functional professional with significant experience working on a large-scale business / operational transformation project.
• Good understanding of contact center technology landscape.
• An understanding of AWS Cloud platform and services with Solution architect skills.
• Deep expertise on Amazon Connect product features and contact center related AWS services like Lex, Pinpoint, Transcribe, Comprehend etc
• Deep functional and technical understanding of APIs and related integration experience
• Functional and technical understanding of building API-based integrations with Salesforce, Service Now and Bot platforms
• Ability to understand customer challenges and requirements, ability to address these challenges/requirements in a differentiated manner.
• Ability to help the team to implement the solution, sell, deliver cloud contact center solutions to clients.
• Excellent communications skills
• Strong program management / people management skills

Job Requirements

Key competencies and skills

• Bachelor’s degree in related field or equivalent experience and Post-Graduation in Business management would be added value.
• Relevant years of experience in delivering software as a service or platform as a service project related (pref. a mix of cloud and on-premises contact center platforms)
• Hands-on experience working on the design, development, and deployment of contact center solutions at scale.
• Hands-on development experience with cognitive service such as Amazon connect, Amazon Lex, Lambda, Pinpoint, Comprehend, Transcribe
• Experience in taking a lead role for building contact center applications that have been successfully delivered to customers.

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.