The Strategy & Consulting Global Network SONGPractice|Five9

Job Title- Five9_Level 9-Consultant_Entity (S&C; GN)

ManagementLevel:Level 9-Consultant

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

Must have skills:Five9Cloud, Contact Center Analyst/Consultant, Functional CCaaSConsultant, Technical CCaaSConsultant, Industry Consultant, CCaaS Team Lead, CCaaS Design Lead

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:?4-8years

Educational Qualification:?Engineering Degree or MBA from a tier 1 institute

Join our team ofSONGconsultants who solvescustomer facing challenges at clients spanning sales,service,and marketing to accelerate business change.

Practice:SONGIAreas of Work:Five9-SolutionConsulting,Pre-Sales& Implementation|Level:Analyst/Consultant|Location:Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad|Years of Exp:4-8years

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-sSONGpractice.

Thepractice 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 ontransformation services driven by key offerings likeMarketing Transformation, Connected Commerce andAdvanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing,sales,and customer servicestrategy, therebydriving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

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

- Functional Experience:Ability to analyze and suggest recommendations around contact center's functions, products & technology solutions covering AI & Gen AI solutions(IVA, etc.) to enhance customer interactions.
- Industry Experience:Knowledge & Experience inanyindustry divisions such as Communication Media & Technology,



Financial Services, Health & Public Services, Products & Resources
- Use indepth understanding ofFive9Cloud:Abilityto workin high-paced and complex projects.
- Applyunderstandingofindustry specific Customer Service processes:Possessa strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat,social mediaetc.)
- Deploy thorough understanding ofFive9Architecture/Framework:Leading-edge expertise in implementing multichannel center applications usingFive9tools includingVCC Administrator, Campaigns and IVR scripts

Bringyour bestskillsforwardto excel at the role:

- Ability to use technicalexposure to contact center and overall customer service areas:In depth understanding ofFive9.
- Plan,design,implementation,configuration ofFive9
- Experience with IVR,IVA,Outbound Voice, Email, social media, Chat, Video and (a)synchronous messaging services
- Integrate Five9 with enterprise systems, including CRM and other third-party applications.
- Developing custom applications usingFive9platform SDK/APIs
- Work Experience related to CICD tools.
- Easilywork in high-paced and complex projects:Useunderstandingofindustry specific Customer Service processes,operations,and functional needs
- Deploy astrong designing skill:Delivercustomer interaction solutions across various interaction channels (IVR, web, email, chat, SMS,social mediaetc...), quality monitoring, WFO, Recording etc.
- Maximizeapplication design and development experience:Implementthe orchestration platform ofFive9preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self Service vendor organizations, or leading consulting firms.

Read about us

Qualification

Yourexperience counts!

- Engineering Degree orMBA from a tier 1 institute
- Minimum4to8years of design and application experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routingon Five9suite.
- Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning usingFive9 IVRScripts,WorkflowAutomation,



designing and implementing key business processes in the domain of Customer Services,Five9administration & application development.

What-s in it for you?

- An opportunity to work onwith key G2000 clients
- Potential towith leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
- Ability to embedinto everything-from how you service your clients to how you operate as a responsible professional.
- Personalized training modules to develop yourto grow your skills, industry knowledge and capabilities
- Chance to thrive in athat is committed to accelerate 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. With569,000people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.Visit us at

AboutAccenture Strategy & ConsultingGlobal 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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