GN - SONG - Service - Genesys – Senior Manager 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

Must-have: Genesys Contact Center Implementation
Good to have: Genesys PureConnect, Genesys Engage
Good to have: Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.)
MBA from a tier 1 institute
Minimum 12 years of experience working with Customer Service operations and Contact Center channels
Experience leading Customer Service operations assessment/benchmarking
In-depth knowledge and know-how of Customer Service Operations, with cross-industry experience preferred
Functional and hands-on experience on Voice and Digital (SMS, Email, Chat etc.) applications solutioning
Experience in Genesys Cloud administration & Solution experience (Genesys Architect/Composer/Designer, Genesys WFM, Pointillist, Genesys Cloud Models, Genesys Predictive Routing and Engagement)
Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing in Genesys Cloud/Engage suite
Experience leveraging Genesys product suite to automate customer service processes, enhance CX/AX & provide value-based outcomes
Knowledge of on-premises, on-cloud, hybrid cloud and cloud economics, including pricing strategy of different Genesys solutions and detailed TCO
Industry Experience & Specialization in any of: Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources

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
Develop and execute contact center strategic initiatives including AI/Gen AI strategy to improve customer experience & optimize business expenses, operational costs
Understand market and customer challenges: Create business case and strategic transformation roadmap based on industry & market trends
Help sell and deliver Genesys contact center solutions to clients: Product overview, Partner readiness support, pricing, documentation, first call presentations
Drive Partner support activities: Nurture deeper, more strategic relationships with key parties
Develop requirements based on leadership input: Performance/Status reporting, Problem Solving and Conflict Management
Proactively identify customer needs through functional and technical benefits assessment: Build the business value of the solution to overcome potential objections to proposed technical solutions

Skills

Genesys Contact Center Implementation

Genesys PureConnect

Genesys Engage

Amazon Connect

Nice

Verint

Cisco

Five9

Sprinklr

Twilio

Salesforce

ServiceNow

Adobe

Microsoft Azure

Google Cloud

Gen AI

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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