Customer Service Technology Business Consultant - CMT at Accenture

New York, New York, United States

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Not SpecifiedCompensation

Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Consulting, Customer ExperienceIndustries

Requirements

Minimum of five (5) years of consulting experience with heavy focus in customer service, customer support, contact center environment, or digital customer field
Experience in solutioning and selling new ideas and proposals
Experience blending business requirements with technology platform capabilities
Experience incorporating experience design and analytics
Expertise in customer service from customer interactions to back-office functions, including contact centers
Understanding of software/technology enabling day-to-day customer service operations
Knowledge of drivers of customer interactions & channels, unlocking/delivering customer value, and digital/self-service customer support
Previous leadership in a customer service transformation
Current experimentation with GenAI impact on business
Understanding of large-scale technology delivery
Ability to work in agile, fast-paced environments and contribute to teams
Strong creative and analytical thinking to solve problems
Top-drawer leadership and verbal skills, working well with junior colleagues to executive stakeholders

Responsibilities

Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations, and propose strategic solutions addressing unique needs and business goals
Define business and implementation roadmaps, and execute delivery of solutions
Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities for optimal customer service experiences
Collaborate with visual designers and analytic teams to generate insights and deliver customer-centric, insight-driven solutions
Advise clients on ways to measure and improve customer-centric metrics
Establish relationships with client stakeholders and build long-term partnerships for Accenture
Work with technology ecosystem partners to design and implement service technology platforms
Manage and coach junior team members, and continue developing own expertise
Contribute to perspectives and thought leadership to maintain Accenture's thought-leadership position

Skills

Customer Service

Contact Centers

Customer Interactions

Back-Office Functions

Digital Self-Service

Content Management

Taxonomy

Asset Management

Analytics

Quality Assurance

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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