Strategy & Consulting - Global Network - SONG - Service - Cloud Contact Center Analyst

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 are expected to:

• Ideate, design, and implement service experiences, talent strategies and operating models that delight customers and directly contribute to business profitability.

• Create compelling storyboards and bring strong storytelling skills to articulate the customer challenges and value proposition of the solution.

• Identify use cases and user journeys that can benefit from conversational experiences.

• Convert the user journeys/ use cases into conversation designs, create customer journey design across customer interaction channels.

• Participate in business requirements gathering, solution blueprinting, and creating functional design for customer care.

• Advise clients on industry best practices (when appropriate)

• Continually experiment with new tools and technologies

• Ability to research and provide strategic, goal-driven solutions for clients

• Collaborate with other designers, both offshore & onshore, including product managers, developers, UX designers and other stakeholders across the organization.

• Provide useful contributions to team meetings and conversations, actively participating in client meetings and workshops- Ability to create hypothesis based on understanding of clients’ issues

Bring your best skills forward to excel at the role:

• Apply best of breed digital practices- Deep-dive with solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences.

• Maximize experience in developing interactive models: Use relevant conversational platforms to design and apply interactive models

• Use deep understanding of customer-centric design processes: Apply working knowledge of customer-centered design, complemented with consulting experience

• Innovate with Creativity: Demonstrate an ability to work in a fast-paced environment with the ability to abstract detail into larger patterns.

• Participate in pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc.

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

Your experience counts!

• +2 years of digital experience and solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences.

• Deep understanding of customer-centered design processes with consulting experience

• Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements

• Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations and functional needs

• Good to have experience on contact center platforms like Genesys, Amazon Connect, Nice CXOne, Microsoft, Google, Salesforce, Sprinklr.

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 Visit us at www.accenture.com 

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.