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

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years)Experience Level

Full TimeJob Type

UnknownVisa

Consulting, Customer ExperienceIndustries

Requirements

Must-have skills: NICE CXone, contact center, NICE, CXone
Good-to-have skills: Ability to leverage design thinking, business process optimization, and stakeholder management
Experience: 4-8 years in the required domain
Educational Qualification: Engineering Degree or MBA from a tier 1 institute
Professional & Technical Skills: Relevant experience in contact center solutions (on-premise and cloud), strong analytical, problem-solving, and communication skills, ability to work in a fast-paced, dynamic environment
Expert understanding of contact center framework, including integration with internal/external components, API integrations, Java, and web services
Deep knowledge of multiple self-service and speech recognition vendors’ offerings, real-time and historical reporting/analytics, routing rules, conversational/contextual services, back-office workload distribution, agent desktop applications
Experience in designing and implementing omni-channel/multichannel applications across IVR, Callback, Web, Email, Chat, SMS, Social Media using tools like Designer

Responsibilities

Provide strategic advisory services, conduct market research, and develop data-driven recommendations to enhance business performance
Work closely with clients to design, build, and implement initiatives that enhance business performance
Drive strategic initiatives, manage business transformations, and leverage industry expertise to create value-driven solutions
Use understanding of contact center framework in high-paced and complex projects, including industry-specific customer service processes, operations, and functional needs
Deploy customer service concepts and contact center skills: Manage stakeholder expectations, resolve issues and risks for project success
Design and deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media, etc.)
Apply leading-edge expertise in implementing omni-channel/multichannel contact center applications

Skills

Nice CXone

Contact Center

IVR

Chat

SMS

Social Media

Java

Web Services

API Integrations

Design Thinking

Stakeholder Management

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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