#ACN GN - SONG - Service - Genesys - Associate Manager

#ACN GN - SONG - Service - Genesys - Associate Manager

The Strategy & Consulting Global Network SONG Practice | Genesys

Job Title - Genesys_Level 8-Associate Manager_Entity (S&C GN)

Management Level: Level 8-Associate Manager

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

Must have skills: Genesys Cloud - Voice Bots, Digital Bots, Agent Copilot / Agent Assist, Contact Center Analyst/Consultant, Techno Functional CCaaS Consultant, , Industry Consultant, CCaaS Team Lead, CCaaS Design Lead ,

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.), Generative AI, Prompt Engineering, CRM Integrations, Event-driven Integrations.

Job Summary:

Join our team of SONG consultants who solve customer facing challenges at clients spanning sales, service, and marketing to accelerate business change.

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.

Roles and Responsibilities:

• Functional Experience: Ability to analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions
• Industry Experience: Knowledge & Experience in any of industry divisions such as Communication Media & Technology, Financial Services, Health & Public Services, Products & Resources
• Conversational AI Design: Design conversational journeys, intents, entities, prompts, contextual variables, decision logic, fallback mechanisms and escalation paths.
• Business Process Automation: Support transactional use cases such as customer authentication, account lookup, order status, case creation, service requests and appointment management.
• Agentic Virtual Agent/Copilot : Discovery, Design and implement Agentic Virtual Agent /Copilot solutions using Genesys Cloud AI capabilities for customer service automation and Employee experience use cases.
• Use in depth understanding of Genesys Cloud/Engage: 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, SMS, Social Media etc.)
• Ability to use technical exposure to contact center and overall customer service areas: In depth understanding of Genesys Cloud/Engage.
  • Plan, design, implementation, configuration of Genesys Cloud CX(PureCloud)/Engage
  • Experience with IVR, Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services
  • AI Guides: Configure AI Guides to support guided customer interactions and AI-assisted workflows.
  • Guardrails: Design and Implement validation rules, business controls and safeguards before customer-impacting actions are executed.
  • Solution Documentation: Prepare conversational designs, flow diagrams, integration specifications and technical documentation
  • Integration of Genesys cloud CX with enterprise systems
  • Work Experience related to CICD tools.
  • Continuous Improvement: Optimize conversation flows, prompts, intents, integrations and knowledge content based on interaction analytics.

• 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, WFM, Gamification, BYOC Edges, Recording etc.
• Maximize application design and development experience: Implement the orchestration platform of Genesys preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.

Professional & Technical Skills:

• Engineering Degree or MBA from a tier 1 institute
• Minimum 7-8 years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on   Genesys Cloud/Engage suite.
• Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Architect/Composer/Interaction Designer/Interaction Attendant, Genesys Composer, designing and implementing key business processes in the domain of Customer Services, Genesys Cloud/Engage administration & application development.

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.

About Our Company | Accenture