Job Title - GN - SONG - Service - Nice CXone- Consultant Management Level 09 Consultant Location Gurugram Mumbai Pune Bengaluru Hyderabad Chennai Must have skills Customer Experience Management Good to have skills CCaaS Nice CXone Experience Minimum 6 years of experience is required Educational Qualification B-Tech BE MCA MBA PGDM from a tier 1 or 2 is preferred Job Summary You will collaborate closely with our clients as a consulting qualified helping to design build and implement strategic initiatives that enhance customer service operations and elevate the overall customer experience Leveraging industry expertise and cutting-edge technologies you will play a key role in transforming customer engagement strategies to drive measurable improvements in both business performance and customer satisfaction In this role you will be responsible for leading the following key areas Use cross domain functional exposure Experience in contact center and overall customer Experience area working in high-paced and complex projects and understanding industry specific Customer Experience processes operations and functional needs Incorporate Generative AI to transform customer experience Bring forward-thinking innovation by integrating Generative AI capabilities into contact center and self-service solutions Apply GenAI to drive intelligent automation enhance agent-assist tools personalize customer interactions and unlock new levels of operational agility and efficiency Deploy thorough skills to manage stakeholder expectations Engage in resolving issues risks for the success of the project 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 Apply application design and development experience Knowledge of implementing the orchestration platform of Contact Center Solution preferably in Fortune 500 companies with sophisticated customer interaction operations leading Self-Service vendor organizations or leading consulting firms Maximize thorough understanding of Contact Center Solution Framework Integration with internal and external components API integrations understanding of Java WebServices Containerization Kubernetes deep knowledge of multiple contact center and speech recognition vendor platforms including hands-on experience with products Demonstrate a strong curiosity and willingness to learn new technologies Stay ahead of the curve by proactively exploring emerging technologies tools and trends in the Customer Experience management and AI landscape with a growth mindset and a passion for innovation Professional Technical Skills Experience across functional and technical Voice and Non-Voice solutions Conversational AI NLU NLP SMS Email Chat web etc applications solutions using application development tools Experience and knowledge of Contact Center Solution Infrastructure Components Those around routing reporting recording multi-media SMS email chat WhatsApp outbound callback inbound IVR solutions chatbot voice Bot Knowledge of Web Integration with Orchestration applications Use AI and Natural Language processing NLU Engines knowledge of cutting-edge technologies including chat and voice Bot AI RPA Experience in auxiliary systems Including WFM Recording Virtual Hold Quality Management will be a plus Additional Information 4-7 years of experience across in depth functional and technical areas on delivering Voice and Non-Voice solutions e g SMS Email Chat web etc applications solutions using application development tools Experience in implementing a customer experience management tool such a Cloud contact Center Conversational AI Voicebot chatbot which involves integration with CRM as well as Agent screen pop design and application experience on implementing multichannel self-service IVR and DFO solution Experience in automating designing and implementing key business processes in the domain of Customer Services Contact Center Solution Cloud administration application development using Contact Center Solution Interaction Designer 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 624 000 people serving clients in more than 120 countries Accenture drives innovation to improve the way the world works and lives Visit us at About Our Company Accenture About Accenture Strategy Consulting 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 Global Network - a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle Our Global 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 https www accenture com us-en Careers capability-network Accenture Global Network Accenture in One Word At the heart of every great change is a great human If you have ideas ingenuity and a passion for making a difference come and be a part of our team About Nice CXone NICE CXone is a leading cloud-native customer experience platform that empowers organizations to deliver seamless personalized and AI-driven interactions across every channel Trusted by global enterprises CXone combines advanced analytics automation and omnichannel capabilities to transform contact centers into intelligent experience hubs By joining the CXone journey you ll be at the forefront of innovation working with cutting-edge technologies like Generative AI real-time agent assist and predictive engagement to shape the future of Customer Experience

📌 #acn Gn - Song - Service - Nice Cx One - Consultant (Karnataka)
🏢 Accenture
📍 Karnataka