GN - SONG - Service- Genesys - Consultant at Accenture

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Communication Media & Technology, Financial Services, Health & Public Services, Products & ResourcesIndustries

Requirements

8-12 years of experience
MBA from a tier 1 institute
Management Level 7 (Senior Manager)
Location: Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad
Must-have skills: Genesys, Genesys Pure Cloud, Genesys Cloud
Good to have skills: Genesys PureConnect, Genesys Engage, Consulting experience across CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.)
Functional experience: Ability to analyze and suggest recommendations around contact center functions, products & technology solutions covering AI & Gen AI
Industry experience: Knowledge & experience in Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources
In-depth understanding of Genesys Cloud/Engage
Ability to work in high-paced and complex projects
Understanding of industry-specific Customer Service processes
Strong record of accomplishment in designing and delivering customer interaction solutions across interaction channels (IVR, web, email, chat, SMS, Social Media etc.)
Thorough understanding of Genesys Architecture/Framework
Leading-edge expertise in implementing multichannel contact center applications using Genesys tools including Architect, Admin, Collaborate
In-depth understanding of contact center and customer service areas
Experience planning, designing, implementing, configuring Genesys Cloud CX (PureCloud)/Engage
Experience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services
Experience integrating Genesys Cloud CX with enterprise systems
Experience developing custom applications using Genesys platform SDK/APIs
Work experience with CI/CD tools

Responsibilities

Develop and execute technology transformation strategies
Oversee implementation projects
Optimize digital capabilities for business efficiency
Work closely with clients as consulting professionals to design, build, and implement initiatives that enhance business performance
Drive strategic initiatives
Manage business transformations
Leverage industry expertise to create value-driven solutions

Skills

Key technologies and capabilities for this role

GenesysGenesys Pure CloudGenesys CloudGenesys PureConnectGenesys EngageAmazon ConnectNiceVerintCiscoFive9SprinklrTwilioSalesforceServiceNowMicrosoft AzureGoogle CloudAIGenerative AIIVR

Questions & Answers

Common questions about this position

What is the required experience and education for this role?

The role requires 8-12 years of experience and an MBA from a tier 1 institute.

What are the must-have skills for this Genesys Consultant position?

Must-have skills include Genesys, Genesys Pure Cloud, and Genesys Cloud.

Where is this position located?

The position is located in Gurgaon, Mumbai, Bangalore, Chennai, Pune, or Hyderabad.

What good-to-have skills are mentioned for this role?

Good-to-have skills include Genesys PureConnect, Genesys Engage, and consulting experience across CCaaS solutions like Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, and Google Cloud.

What kind of experience makes a strong candidate for this position?

Strong candidates have in-depth understanding of Genesys Cloud/Engage, experience in high-paced complex projects, industry-specific customer service processes, and expertise in designing and implementing multichannel customer interaction solutions including IVR, chat, and integrations.

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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