GN - SONG - Service - Nice CX One - Consultant

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.

Additional Information:

- Opportunity to work on innovative projects. 

- Career growth and leadership exposure.

About Our Company | Accenture