GN - SONG - Service - Genesys- Senior Manager

The Strategy & Consulting Global Network SONG Practice

Genesys

Job Title - Genesys_Level 6_Senior Manager_(Entity -S&C GN)

Management Level :Level 6- Senior Manager

Location:Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad

Must have skills:Genesys Cloud, CX Transformation, CCaaS Advisory & Solution Architecture, CCaaS Consulting, Business Case Creation & Value Realization, Industry Solutions Consulting

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.)

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

Practice:SONG I

Areas of Work:Genesys- Solution Consulting, Pre-Sales & Implementation

| Level:Senior Manager

| Location:Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad |

Years of Exp:12+ years

Explore an Exciting Career at Accenture

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challengesDo you want to design, build, and implement strategies to enhance business performanceDoes 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 & Consulting Global Networks SONG practice.

The practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will work on transformation services driven by key offerings like Marketing Transformation, 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

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 industry & 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 , Digital (SMS, Email, Chat etc.) , WFM, Predictive Routing and Analytics applications

Proactively identifying customer needs through a functional and 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 & Solution experience:Use Genesys Architect/Composer/Designer, Genesys WFM, Pointillist , Genesys Cloud Models , Genesys Predictive Routing and Engagement.

Your experience counts!

MBA from a tier 1 institute

A minimum 12 years of experience working with Customer Service operations and Contact Center channels, leading Customer Service operations assessment/benchmarking and In depth knowledge and know-how of Customer Service Operations, Cross-industry experience is preferred.

Functional and hands on experience on Voice and Digital (SMS, Email, Chat etc.) applications solutioning

Experience in leveraging Genesys product suite to automate customer service processes, enhance CX/AX & provide value based outcomes

Qualification

Experience:12+ years

Educational Qualification:MBA from a tier 1 institute