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The Strategy & Consulting Global Network SONG Practice | Five9
Job Title - Five9_Level 9-Consultant_Entity (S&C GN)
Management Level: Level 9-Consultant
Location: Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad
Must have skills: Five9 Cloud, Contact Center Analyst/Consultant, Functional CCaaS Consultant, Technical CCaaS Consultant, Industry Consultant, CCaaS Team Lead, CCaaS Design Lead
Good to have skills: Consulting experience across any of the CCaaS/Customer Service solutions (Amazon Connect, Nice, Verint, Cisco, Genesys Cloud, Genesys Engage, Sprinklr, Twilio, Salesforce, Servicenow, Adobe, Microsoft Azure, Google Cloud etc.)
Experience: 4-8years
Educational Qualification: Engineering Degree or MBA from a tier 1 institute
Join our team of SONG consultants who solves customer facing challenges at clients spanning sales, service, and marketing to accelerate business change.
Practice: SONG I Areas of Work: Five9- Solution Consulting, Pre-Sales & Implementation | Level: Analyst/ Consultant | Location: Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp: 4-8 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 & Consulting – Global Network’s SONG practice.
The Strategy & Consulting Global Network Song 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: Ability to analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions (IVA, etc.) to enhance customer interactions.
Industry Experience: Knowledge & Experience in any industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources
Use in depth understanding of Five9 Cloud: Ability to work in high-paced and complex projects.
Apply understanding of industry specific Customer Service processes: Possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, social media etc.)
Deploy thorough understanding of Five9 Architecture/Framework: Leading-edge expertise in implementing multichannel center applications using Five9 tools including VCC Administrator, Campaigns and IVR scripts
Bring your best skills forward to excel at the role:
Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Five9.
Plan, design, implementation, configuration of Five9
Experience with IVR, IVA, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services
Integrate Five9 with enterprise systems, including CRM and other third-party applications.
Developing custom applications using Five9 platform SDK/APIs
Work Experience related to CICD tools.
Easily work in high-paced and complex projects: Use understanding of industry specific Customer Service processes, operations, and functional needs
Deploy a strong designing skill: Deliver customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, social media etc...), quality monitoring, WFO, Recording etc.
Maximize application design and development experience: Implement the orchestration platform of Five9 preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.
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