Strategy & Consulting - Global Network | SONG - Service - Cloud Contact Center Value Consultant/Analyst at Accenture

Mexico City, Mexico City, Mexico

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Not SpecifiedCompensation

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

Full TimeJob Type

UnknownVisa

Consulting, Life Sciences, Energy, Supply Chain, FinanceIndustries

Requirements

Bachelor’s Degree completed
Availability to travel may be required
2 to 8 years of experience in consulting, customer experience strategy, or contact center transformation
Strong understanding of CCaaS platforms, especially Talkdesk, and related technologies (IVR, AI chatbots, workforce management, reporting, etc.)
Proven ability to build executive-level business cases and deliver strategic recommendations
Excellent communication, facilitation, and stakeholder management skills
Experience with data analysis, value realization frameworks, and CX maturity assessments

Responsibilities

Lead value consulting engagements to assess current CX capabilities and identify transformation opportunities using the CCaaS CX Value Framework
Develop tailored business cases, including financial impact analysis and ROI projections, to support executive decision-making
Collaborate with cross-functional teams (sales, delivery, product, and client stakeholders) to align on strategic priorities and solution scope
Facilitate workshops and discovery sessions to map customer journeys and define omnichannel strategies
Support CCaaS migration initiatives by contributing to solution architecture, integration planning, and KPI definition
Provide ongoing value tracking and continuous improvement recommendations post-implementation
Contribute to change management and training strategies to ensure successful adoption and end-user readiness

Skills

CCaaS

Cloud Contact Center

Customer Experience

CX Maturity

Transformation Roadmaps

Management Consulting

Strategic Engagements

Value Consulting

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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