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:Minimum6+ 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 skilled, 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 Experiencearea,



working in high-paced and complex projects and understanding industry specific Customer Experienceprocesses, 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 For

📌 ACN GN (Bengaluru)
🏢 Accenture
📍 Bengaluru