Contact Center Solutions Manager - Five9 & CX Transformation

Job Title: Five9_Level 7_Manager_(Entity -S&C GN)

Management Level: Level 7 - Manager

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

Must have skills:

• Five9, CX Transformation, CCaaS Advisory & Solution Architecture, CCaaS Consulting, Business Case Creation & Value Realization, , Industry Solutions Consulting

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: 8+ years

Educational Qualification: MBA from a tier 1 institute

Job Summary: Join our team of SONG consultants who solve customer-facing challenges with 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 & Responsibilities:

• Develop and execute the contact center strategic initiatives including AI/Gen AI strategy to improve customer experience & optimize business expenses, operational costs.
• Create business case and strategic transformation roadmap based on market trends.
• Help sell and deliver Five9 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.