Job Title - (Nice cxone) + (Level 9- Consultant) +( S&C GN)
Management Level: 9-Team Lead/Consultant
Location: Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad
Must-have skills: Nice cxone, contact center, nice, cxone
Good to have skills: Ability to leverage design thinking, business process optimization, and stakeholder management skills.
Job Summary:
This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions.
Roles & Responsibilities:
Provide strategic advisory services, conduct market research, and develop data-driven recommendations to enhance business performance.
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
- Use understanding of contact center framework- Work in high-paced and complex projects along with understanding industry specific customer service processes, operations and functional needs of the project.
- Deploy customer service concepts and contact center skills: Manage stakeholder expectations and engage in resolving issues and risks for the success of the project
- Design and deliver customer interaction solutions across: Apply across various interaction channels (IVR, web, email, chat, SMS, Social Media etc...)
- Apply leading-edge expertise in implementing omni-channel/multichannel applications: Experience across IVR, Callback, Web, Email, Chat, SMS, Social Media etc. contact center applications using dev tools e.g., Designer
- Maximize understanding of CC Framework: Deep dive into integration with internal and external components, API integrations, understanding of Java and Webservices.
- Use deep knowledge of multiple self-service and speech recognition vendors’ offerings: Knowledge of both real-time and historical reporting and analytics, managing routing rules, conversational & contextual services, back-office workload distribution, agent desktop applications.
Bring your best skills forward to excel at the role:
- Sound and expert understanding of Contact Center solutions: Components both for on premise and cloud solution types, in depth experience in designing and implementing key business processes in the domain of Customer Services
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.
- Experience in implementing at least 1 NICE inContact / CXone project a must (which involves integration with CRM as well as Agent screen pop) and functional, technical detailed design and over-all application experience on building multichannel self-service/IVR and DFO.
- Experience in CC Cloud administration and system management: Experience in preparing contact center application architecture & design, experience in leveraging CC products to automate customer service processes, experience in integrating web apps with AI for Natural Language processing including Bot, AI, RPA.
Additional Information:
- Opportunity to work on innovative projects.
- Career growth and leadership exposure.
About Our Company | Accenture
Experience: 4-8 years
Educational Qualification: Engineering Degree or MBA from a tier 1 institute
About Accenture
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.
Visit us atwww.accenture.com
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