Role & responsibilities

Management Level: Level 6 Senior Manager

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

Must have skills

- Genesys Cloud, CX Transformation, CCaaS Advisory & Solution Architecture, CCaaS Consulting, Business Case Creation & Value Realization, Industry Solutions Consulting

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: 8+ years Educational Qualification: 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 Strategy & Consulting Global Network Song 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 & Responsibilities:

- Develop and execute the contact center strategic initiatives including AI/Gen AI strategy to improve customer experience & optimize business expenses, operational costs.
- Create business case and strategic transformation roadmap based on market trends.




- Help sell and deliver Genesys contact center solutions to clients: Product overview, Partner readiness support, pricing, documentation, first call presentations.
- Drive Partner support activities: A robust focus on nurturing deeper, more strategic relationships with key parties.
- Develop requirements based on leadership input: Performance/Status reporting, Problem Solving and Conflict Management.

Professional & Technical Skills:

- 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.
- Experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing: Experience in Genesys Cloud/Engage suite.
- 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.
- 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.
- 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.
- 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.

Preferred candidate profile

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