GN - SONG - Service - CX Speech Analytics – Senior Manager

The Strategy & Consulting Global Network Song Practice | Speech Analytics Lead

Join our team of SONG - Customer Service consultants who solve customer-facing challenges at clients spanning sales, service, and marketing to accelerate business change.

Practice: Global Network, SONG I Areas of Work: Speech Analytics |Â Level: Manager / Senior Manager | Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp: 10+ years

Explore an Exciting Career at Accenture

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest?

Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consultingâ??s Global Network SONG practice.

The Practice â?? A Brief Sketch

The Strategy & Consulting Global Network Song practice is aligned to the Global Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you will drive the following:

• Apply existing experience across speech analytics: Deep-dive into architecting, designing, and implementing speech analytics solutions like Nexidia, Verint, Callminer, Genesys Interaction Analytics etc.


• Use enabling speech and text analysis solutions: Practically apply creation of business rules, query definitions and query writing.


• Deploy analytics software packages: Apply experience in using Verint, Nexidia and Call miner and speech and text analytics platforms.


• Define customer experience solutions and business cases: Work on gap analysis, design and implementation and project management of solution deployment.


• Lead pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc.


• Lead practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends and bringing in innovative solutions, etc.

Bring your best skills forward to excel at the role:

• Leverage expertise in speech analytics platforms Apply the 8+ years of expertise on one or more speech analytics platforms (Nexidia, Verint, Call Miner) to design and architect outcome-based speech analytics solutions


• Experience in contact center operations including operational and performance excellence - Apply this to work with executive leaders and business partners to identify further opportunities to increase business value


• Contact center extensive experience in customer experience improvement: Apply this to define customer experience solutions including gap analysis, design, and implementation


• Thorough skills in managing stakeholder expectations and engaging in resolving issues and risks for the success of the project


• A strong and well-established record of accomplishment in designing and delivering speech analytics solutions and platforms


• Experience in contact center operations including operational and performance excellence


• Prepare high impact narrative in PowerPoint for readouts to the clients


• Creation of business case including ROI generation and project management of solution deployment

Read about us.

• Blogs

• Job Qualifications

Job Qualifications

Your experience counts!

• MBA from a tier 1 institute


• 8+ years of experience in working with speech analytics solutions – generating business rules, running queries, and generating meaningful insights including implementation, designing and implementing customer experience solutions or operational excellence projects (any industry).


• Experience in implementing speech and text analytics platforms including infrastructure design, deployment, and ongoing operational run.


• 6+ years of experience in contact center data analytics including an overall understanding of Customer Care and a deep understanding of its overall functioning


• 4+ years of project management experience and consulting experience

Self Starter with a curiosity to innovate and explore with future technologies

What’s in it for you?

• An opportunity to work on transformative projects with key G2000 clients


• Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.


• Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.


• Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities


• Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.