GN - SONG - Service - Amazon Connect Functional – Manager

Job Title - Amazon Connect Functional Manager / Senior Manager S&C GN SONG

Management Level: 06 – Senior Manager / 07 - Manager

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

Must have skills: Contact Center Transformation, Analysis and Implementation

Good to have skills: Conversation design, Value architect, Product Owner, Business Analyst, Digital transformation, Business case creations for Contact center transformations

Job Summary:
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’s Customer, Sales & Service practice.

Roles & Responsibilities:

• Apply best of breed digital practices- Deep-dive with solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences.
• Maximize experience in developing interactive models: Use relevant conversational platforms to design and apply interactive models
• Use deep understanding of customer-centric design processes: Apply working knowledge of customer-centered design, complemented with consulting experience
• Innovate with Creativity: Demonstrate an ability to work in a fast-paced environment with the ability to abstract detail into larger patterns.
• 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.
• Ability to take new challenges and to be a passionate learner

Professional & Technical Skills:

• MBA from a tier 1 or tier 2 institute
• 10+ years of digital experience and solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences.
• Solid experience developing interactive models using conversational platforms and deep understanding of customer-centered design processes with consulting experience (optional)
• Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements
• Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations and functional needs
• Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project
• Bachelor’s degree in related field or equivalent experience and Post-Graduation in Business management would be added value.
• Experience in taking a lead role for building contact center applications that have been successfully delivered to customers

Additional Information:
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.

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