Strategy & Consulting - Global Network | SONG - Service - Cloud Contact Center Senior Analyst at Accenture

Mexico City, Mexico City, Mexico

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Not SpecifiedCompensation

Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Life Sciences, Energy, Supply Chain, Finance, Talent ManagementIndustries

Requirements

Bachelor’s Degree completed
MBA from a tier 1 institute is highly desirable
Availability to travel may be required
+4 years experience in designing, architecting and delivering in any one of the following Cloud Contact Center platforms: such as Genesys, Amazon Connect, NICE, Twilio, Avaya, Cisco etc
Experience in designing and implementing AI chatbot/Virtual assistant and defining a comprehensive digital roadmap to integrate with cloud contact center platforms
Experience in creating contact center of the future strategy and transformational roadmap
Preferred: Experience in conducting contact center capability assessment, create benchmark across contact standard standards KPIs, design the contact center of the future, craft solution blueprint, and articulate business case for transforming to a cloud based WFM solution
Preferred: Experience in using speech analytics tools (such as Cal)

Responsibilities

Adapts existing methods and procedures to create possible alternative solutions to moderately complex problems
Understands the strategic direction set by senior management as it relates to team goals
Uses considerable judgment to determine solution and seeks guidance on complex problems
Primary upward interaction is with direct supervisor. May interact with peers and/or management levels at a client and/or within Accenture
Determines methods and procedures on new assignments with guidance
Decisions often impact the team in which they reside
Manages small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture

Skills

Key technologies and capabilities for this role

Cloud Contact CenterManagement ConsultingStrategy ConsultingMarketing TransformationConnected CommerceLiving MarketingCustomer Service

Questions & Answers

Common questions about this position

What is the employment type for this position?

This is a full-time position.

Is this role remote or does it require working from specific locations?

This information is not specified in the job description.

What skills or responsibilities are required for this Senior Analyst role?

The role involves adapting methods to solve moderately complex problems, understanding strategic direction, using judgment for solutions, managing small teams or work efforts, and interacting with supervisors, peers, clients, and Accenture management.

What is the company culture like at Accenture's Global Network?

The culture is a thriving community of over 10,000 professionals with global exposure, specialized development, a dynamic fast-paced environment, and innovation at the core, driven by commitment to excellence and passion for results.

What makes a strong candidate for this Senior Analyst position?

Ambitious, talented professionals ready for challenges in a fast-paced environment, with the ability to solve complex problems, manage small teams, and contribute to transformation services in marketing, commerce, and customer care are ideal.

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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