The Strategy Consulting Global Network SONG Practice Genesys Job Title - Genesys Level 11-Analyst Entity S C GN Management Level Level 9-Analyst Location Gurgaon Mumbai Bangalore Chennai Pune Hyderabad Must have skills Genesys Cloud Contact Center Analyst Consultant Functional CCaaS Consultant Technical 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 Experience 5-8years Educational Qualification Engineering Degree or MBA from a tier 1 institute 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 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 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 Deploy thorough understanding of Genesys Architecture Framework Leading-edge expertise in implementing multichannel center applications using Genesys tools including Architect Admin Collaborate 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 Integration of Genesys cloud CX with enterprise systems Developing custom applications using Genesys platform SDK APIs Work Experience related to CICD tools 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 2 to 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 with key G2000 clients Potential to 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 into everything from how you service your clients to how you operate as a responsible qualified Personalized training modules to develop your to grow your skills industry knowledge and capabilities Opportunity to thrive in a that is committed to accelerate equality for all Engage in boundaryless collaboration across the entire organization About Accenture We work with one shared purpose to deliver on the promise of technology and human ingenuity Every day more than 775 000 of us help our stakeholders continuously reinvent Together we drive positive change and deliver value to our clients partners shareholders communities and each other We believe that delivering value requires innovation and innovation thrives in an inclusive and diverse environment We actively foster a workplace free from bias where everyone feels a sense of belonging and is respected and empowered to do their best work At Accenture we see well-being holistically supporting our people s physical mental and financial health We also provide opportunities to keep skills relevant through certifications learning and diverse work experiences We re proud to be consistently recognized as one of the World s Best Workplaces TM Join Accenture to work at the heart of change Visit us at Equal Employment Opportunity Statement We believe that no one should be discriminated against because of their differences All employment decisions shall be made without regard to age race creed color religion sex national origin ancestry disability status military veteran status sexual orientation gender identity or expression genetic information marital status citizenship status or any other basis as protected by applicable law Our rich diversity makes us more innovative more competitive and more creative which helps us better serve our clients and our communities

📌 Gn - Song - Service - Genesys - Analyst (Bengaluru)
🏢 Accenture
📍 Bengaluru