GN - SONG - Service - Nice CX One - Analyst at Accenture

Mumbai, Maharashtra, India

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Not SpecifiedCompensation

Junior (1 to 2 years), Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Contact Center, Customer ExperienceIndustries

Requirements

Must have skills: Nice CXone
Good to have skills: Contact Center
1-4 years of experience in functional and technical areas delivering Voice and Non-Voice solutions (e.g., SMS, Email, Chat, web) using application development tools
Experience implementing at least 1 NICE inContact / CXone project (involving integration with CRM and Agent screen pop)
Design and application experience implementing multichannel self-service/IVR and DFO solutions
Experience in contact center and customer service, working on high-paced and complex projects, understanding industry-specific Customer Service processes, operations, and functional needs
Experience designing and delivering customer interaction solutions across channels (IVR, web, email, chat, SMS, Social Media)
Knowledge of implementing orchestration platforms for Contact Center Solutions, preferably in Fortune 500 companies, Self-Service vendor organizations, or leading consulting firms
Experience implementing multichannel contact center applications (IVR, Callback, Web, Email, Chat, SMS, Social Media) using Contact Center Solution tools
Understanding of Contact Center Solution Framework: Integration with internal/external components, API integrations, Java, WebServices, Containerization (Kubernetes), multiple contact center and speech recognition vendor platforms
Knowledge of Contact Center Solution Infrastructure Components: routing, reporting, recording, multi-media (SMS, email, chat), WhatsApp, outbound, callback, inbound IVR, chatbot, voice Bot
Knowledge of Web Integration with Orchestration applications: AI, Natural Language Processing (NLU Engines), chat and voice Bot, RPA
Experience in auxiliary systems (WFM, Recording, Virtual Hold, Quality Management) is a plus
Experience in automating, designing, and implementing key business processes in Customer Services, Contact Center Solution Cloud administration, and application development using Contact Center Solution Interaction Designer

Responsibilities

Work closely with clients as consulting professionals to design, build, and implement initiatives enhancing business performance
Use cross-domain functional exposure in contact center and customer service for high-paced, complex projects
Manage stakeholder expectations by resolving issues and risks for project success
Apply application design and development experience in Contact Center Solutions
Implement multichannel contact center applications with leading-edge expertise
Leverage understanding of Contact Center Solution Framework for integrations and development

Skills

Nice CX One

Kubernetes

Java

Web Services

API Integrations

IVR

SMS

Chat

Social Media

Contact Center

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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