The Strategy & Consulting Global Network SONG Practice | Five9

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Quick Summary

Key Responsibilities

Act as a Contact Center solution specialist, leading the design, configuration,

Requirements Summary

Creation of point of views (POVs) on CX transformation and AI-driven contact centers Development of reusable assets, accelerators, and best practices Must have skills: Five9 Cloud,

Technical Tools

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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.

Responsibilities

~1 min read

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Act as a Contact Center solution specialist, leading the design, configuration, and delivery of Five9-based customer interaction solutions across voice and digital channels
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Drive end-to-end solutioning, including IVR, omnichannel routing, agent desktop, and campaign configurations, aligned to business and customer experience objectives
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Actively contribute to and support pre-sales activities, including RFP responses, solution design, effort estimation, and development of proof of concepts (POCs)
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Play a key role across project delivery lifecycle—from requirement discovery and solution design to build, testing, and deployment
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Lead/participate in client workshops, requirement gathering sessions, and design discussions, translating business needs into scalable CCaaS solutions
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Contribute to practice development initiatives, including:
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Creation of point of views (POVs) on CX transformation and AI-driven contact centers
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Development of reusable assets, accelerators, and best practices

Requirements

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Five9 Cloud, Contact Center Analyst/Consultant, Functional CCaaS Consultant, Technical CCaaS Consultant, Industry Consultant, CCaaS Team Lead, CCaaS Design Lead

1–6 years of experience in Contact Center environments, with strong functional and technical expertise across Five9 voice and digital channels (Chat, Email, SMS, WhatsApp, Web, Social) + Consulting experience
Proven experience in Five9 implementations, including:

Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Genesys Cloud, Genesys Engage, Sprinklr, Twilio, Salesforce, ServiceNow, Adobe, Microsoft Azure, Google Cloud etc.)

Strong experience in designing and implementing IVR and self-service solutions using Five9 IVR Script Designer / Studio, including speech-enabled solutions

Hands-on experience with Omnichannel routing and orchestration, including ACD (skills-based routing, queues, call variables, dispositions)

Strong knowledge of Five9 platform components, including:

Nice to Have

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Experience in integration and solution architecture, including:

Integration with enterprise systems and orchestration layers

Hands-on experience or strong exposure to Intelligent Virtual Agent (IVA) for chatbot and voice bot implementations

Experience integrating Five9 with NLU platforms (e.g., Dialogflow, Amazon Lex) for conversational AI solutions

Understanding and application of AI-driven capabilities, including:

Ability to identify and implement AI-led use cases to improve customer experience, containment, and operational efficiency
Awareness of RPA and automation frameworks in customer service ecosystems

Five9 certifications (Inbound, Outbound, Digital, IVA.) are a plus Experience working with Fortune 500 organizations, leading self-service vendors, or consulting firms is preferred
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 accelerating equality for all. Engage in boundaryless collaboration across the entire organization.

You will also have opportunities to hone your functional skills and expertise in an area of specialization.  We offer a variety of formal and informal training programs at every level to help you acquire and build specialized skills faster. Learning takes place both on the job and through formal training conducted online, in the classroom, or in collaboration with teammates. The sheer variety of work we do, and the experience it offers, provide an unbeatable platform from which to build a career.

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

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.