GN - SONG - Service - Genesys - Analyst

The Strategy & Consulting Global Network SONG Practice

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Genesys

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

Practice: SONG I

Areas of Work: Genesys - Solution Consulting, Pre-Sales & Implementation

| Level: Analyst/Consultant

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

| Years of Exp: 2+ years

Explore an Exciting Career at Accenture

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 Global Network's SONG practice.

The 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 positively impacting front-end business metrics.

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:

1. Understand market and customer challenges: Create business case and strategic transformation roadmap based on market trends.
2. Help sell and deliver Genesys contact center solutions to clients: Product overview, Partner readiness support, pricing, documentation, first call presentations.
3. Drive Partner support activities: A strong focus on nurturing deeper, more strategic relationships with key parties.
4. Develop requirements based on leadership input: Performance/Status reporting, Problem Solving, and Conflict Management.

Bring your best skills forward to excel at the role:

1. 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.
2. Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in Genesys Cloud/Engage suite.
3. In-depth knowledge and know-how of Customer Service Operations: Cross-industry experience, functional and hands-on experience on Voice and Non-Voice (SMS, Email, Chat, etc.) applications solutioning using tools like Genesys Administrator & Architect/Composer/Designer.
4. Proactively identifying customer needs through a technical benefits assessment: Carefully building the business value of the solution, to assist with overcoming potential objections to proposed technical solutions.
5. 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.
6. Experience in Genesys Cloud administration & application experience: Use Genesys Architect/Composer/Designer, Genesys Framework Components (such as Edge, BYOC, SIP, GAX, GVP, AppFoundry, eServices, GRE, URS, Info Mart, GMS, OCS, GPlus Integrations, etc.) or similar solutions.

Read about us.

Qualifications

Your experience counts!

1. MBA from a tier 1 institute.
2. A minimum of 2 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.
3. Functional and hands-on experience on Voice and Non-Voice (SMS, Email, Chat, etc.) applications solutioning using Genesys Architect/Composer/Designer.
4. Experience in leveraging Genesys product solution to automate customer service processes like Interaction Routing, CTI, Reporting, etc.

Whats in it for you?

1. An opportunity to work with key G2000 clients.
2. Potential to work with leaders in strategy, industry experts, enterprise function practitioners, and business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
3. Ability to embed into everything from how you service your clients to how you operate as a responsible professional.
4. Personalized training modules to develop your skills, industry knowledge, and capabilities.
5. Opportunity to thrive in a culture that is committed to accelerating equality for all. Engage in boundaryless collaboration across the entire organization.

About Accenture:

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology, and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions underpinned by the world's largest delivery network, Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at

About Accenture Strategy & Consulting Global Network:

Accenture Strategy shapes our clients' future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models, as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers, and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Capability Network, a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Capability Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit

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At the heart of every great change is a great human. If you have ideas, ingenuity, and a passion for making a difference.