The Strategy & Consulting Global Network SONG Practice | NICE CXone

Job Summary:  
You will collaborate closely with our clients as a consulting professional, helping to design, build, and implement strategic initiatives that enhance customer service operations and elevate the overall customer experience. Leveraging industry expertise and cutting-edge technologies, you will play a key role in transforming customer engagement strategies to drive measurable improvements in both business performance and customer satisfaction. In this role, you will be responsible for leading the following key areas 

• Use cross domain functional exposure: Experience in contact center and overall customer Experience area, working in high-paced and complex projects and understanding industry specific Customer Experience processes, operations and functional needs. 

• Incorporate Generative AI to transform customer experience: Bring forward-thinking innovation by integrating Generative AI capabilities into contact center and self-service solutions. Apply GenAI to drive intelligent automation, enhance agent-assist tools, personalize customer interactions, and unlock new levels of operational agility and efficiency. 

• Deploy thorough skills to manage stakeholder expectations: Engage in resolving issues, risks for the success of the project, possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc...) 

• Apply application design and development experience: Knowledge of implementing the orchestration platform of Contact Center Solution preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self-Service vendor organizations, or leading consulting firms.  

• Maximize thorough understanding of Contact Center Solution Framework: Integration with internal and external components, API integrations, understanding of Java, WebServices, Containerization (Kubernetes), deep knowledge of multiple contact center and speech recognition vendor platforms including hands-on experience with products. 

• Demonstrate a strong curiosity and willingness to learn new technologies: Stay ahead of the curve by proactively exploring emerging technologies, tools, and trends in the Customer Experience management and AI landscape, with a growth mindset and a passion for innovation. 

Professional & Technical Skills:  

• Experience across functional and technical Voice and Non-Voice solutions: Conversational AI, NLU, NLP, SMS, Email, Chat, web etc. applications solutions using application development tools. 

• Experience and knowledge of Contact Center Solution Infrastructure Components: Those around routing, reporting, recording, multi-media (SMS, email, chat) WhatsApp, outbound, callback & inbound IVR solutions, chatbot, voice Bot 

• Knowledge of Web Integration with Orchestration applications: Use AI and Natural Language processing (NLU Engines), knowledge of cutting-edge technologies including chat and voice Bot, AI, RPA 

• Experience in auxiliary systems: Including WFM, Recording, Virtual Hold, Quality Management will be a plus. 

• 1-4 years of experience across in depth functional and technical areas on delivering Voice and Non-Voice solutions e.g. (SMS, Email, Chat, web etc.) applications solutions using application development tools. 

•  Experience in implementing a customer experience management tool such a Cloud contact Center/Conversational AI(Voicebot/chatbot which involves integration with CRM as well as Agent screen pop, design and application experience on implementing multichannel self-service/IVR and DFO solution. 

• Experience in automating, designing and implementing key business processes in the domain of Customer Services, Contact Center Solution Cloud administration & application development using Contact Center Solution Interaction Designer 

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. 

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.