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11276 Accenture Jobs
GN - SONG - Service - Genesys - Manager
8-13 years
₹ 20 - 30.70607L/yr (AmbitionBox estimate)
Chennai
GN - SONG - Service - Genesys - Manager
Accenture
posted 6 days ago
Job Role Insights
Flexible timing
Key skills for the job
Job Description
Job Title -
(Genesys)+(Level 7-Manager)+(Entity -S&C GN)
Management Level:
7-Manager
Location:
Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad
Must-have skills:Genesys, Genesys pure cloud, Genesys cloud
Good to have skills:Genesys PureConnect, Genesys Engage, Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Five9, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.)
Job
Summary:
This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions.
Roles & Responsibilities:
Develop and execute technology transformation strategies, oversee implementation projects, and optimize digital capabilities for business efficiency.
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
Functional Experience:Develop and execute the contact center strategic initiatives including AI/Gen AI strategy to improve customer experience & optimize business expenses, operational costs
Industry Experience Experience & Specialization in any of industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources.
Understand market and customer challenges: Create business case and strategic transformation roadmap based on market trends.
Help sell and deliver Genesys contact center solutions to clients:Product overview, Partner readiness support, pricing, documentation, first call presentations
Drive Partner support activities: A strong focus on nurturing deeper, more strategic relationships with key parties
Develop requirements based on leadership input:Performance/Status reporting, Problem Solving and Conflict Management
Bring your best skills forward to excel at the role:
Experience working with Customer Service Operations: Experience in Contact Center channels, leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements.
Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing:Experience in Genesys Cloud/Engage suite.
In-depth knowledge and know-how of Customer Service Operations:Cross-industry experience, functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using tools like Genesys Administrator & Architect/Composer/Designer.
Proactively identifying customer needs through a technical benefits assessment:Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions.
Knowledge of on-premises, on-cloud, hybrid cloud and cloud economics: This includes pricing strategy of different Genesys on-premises and cloud solutions and providing detailed TCO
Experience in Genesys Cloud administration & application experience:Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations etc.) or similar solutions.
Professional & Technical
Skills:
- Relevant experience in the required domain.
- Strong analytical, problem-solving, and communication skills.
- Ability to work in a fast-paced, dynamic environment.
Additional Information:
- Opportunity to work on innovative projects.
- Career growth and leadership exposure.
About Our Company | AccentureQualification
Experience:
8+Years
Educational Qualification:
MBA from a tier 1 institute
Employment Type: Full Time, Permanent
Read full job description What people at Accenture are saying
Rating based on 251 Manager
reviews
Anonymous · IT & Information Security
in Gurgaon / Gurugram
Accenture provides some amount of work-life balance.
- Job security - Good
No avenues for learning in some Strategy & Consulting teams. No motivation for certifications and developing expertise in a field. Certifications are not reimbursed. A lot of politics within the top management leading to dissatisfaction within the team. The clarity on progression and future outlook seems to be completely missing. No..Read More
- Skill development - Bad
Manager salary at Accenture
What Accenture employees are saying about work life
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