Strategy & Consulting - Global Network - SONG - Service - Cloud Contact Center Senior Manager

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The Strategy & Consulting - Global Network - SONG practice is aligned to Accenture Song and works with clients across their marketing, commerce/sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, commerce/sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

Here are just a few of your day-to-day responsibilities.

• Evaluating the work effort and the consulting program pricing
• Assessing client's current state platforms, infrastructures, and applications portfolio and guiding them on how to orchestrate and govern these post cloud migration
• Understanding the customers' enterprise constraints, challenges, and policies for adopting cloud
• Build cloud business cases by helping determine the best ROI and high business value by mixing different technologies and methodologies
• Overseeing the production and implementation of architecture solutions covering multiple cloud technologies, associated Infrastructure/application architecture, development, and operating models
• Helping solve key business problems and challenges by enabling cloud architecture transformation, painting a picture of, and charting a journey from the current state to a "to-be" enterprise cloud environment
• Implementing programs/interventions that prepare the organization for implementation of new business processes
• Assisting our clients to build the required cloud capabilities for growth and innovation in order to sustain high performance
• Managing multi-disciplinary teams to shape, sell, communicate, and implement programs
• Developing our offerings and assets
• Mentoring and developing our people

Bring your best skills forward to excel at the role:

• Bachelor’s Degree completed
• MBA from a tier 1 institute is highly desirable
• Availability to travel may be required
• Minimum of 16 years large scale consulting experience and managing teams in a consulting environment or at high tech companies
• Experience in designing, architecting, and delivering in any one of the following Cloud Contact Center platforms: such as Genesys, Amazon Connect, NICE, Twilio, Avaya, Cisco etc.
• Experience designing and implementing AI chatbot/ Virtual assistant and defining a comprehensive digital roadmap to integrate with cloud contact center platforms.
• Experience in creating contact center of the future strategy and transformational roadmap.

Preferred Qualifications:

• Experience in conduct contact center capability assessment, create benchmark across contact standard standards KPIs, design the contact center of the future, craft solution blueprint, and articulate business case for transforming to a cloud based WFM solution.
• Experience in using speech analytics tools (such as Call Miner, NICE, Verint etc.) and derive insights into the call center key KPIs and be able to suggest transformation ideas.
• Contributed initiatives such as Assets, accelerators, and Point of Views focused on Customer Service Channels and Operations.
• Project Management, Experience working with global teams.

About Accenture

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