GN - SONG - Service - Genesys – Senior Manager

Job Title - GN - SONG - Service - Genesys – Senior Manager

Management Level: 6-Senior Manager

Location: Bengaluru

Must-have skills: Genesys Contact Center Implementation

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 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

What’s in it for you?

• 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.

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 | Accenture