Customer Experience Technology Consultant

About Us:

At Accenture Song, we prioritize the customer experience, making it a core element of our identity. As a leading agency, we empower clients by designing, building, and running transformative experiences that enhance productivity and meaning in their customers' lives. Through innovative products, impactful campaigns, and superior technology integration, we help brands connect with their audiences at scale. Discover how we redefine the customer experience landscape.

In today's digital economy, the demand for high-quality digital content has surged, and we assist renowned brands in creating and delivering timely, relevant content that resonates with customers. Our comprehensive approach streamlines the content lifecycle, enhancing speed and relevance while optimizing management and analytics.

About You:

You are a seasoned expert in customer service, possessing a comprehensive understanding of both customer interactions and the technology that drives these processes. Your experience includes enhancing customer value through insights into self-service support, optimizing service solutions, and implementing innovative technologies, including GenAI. You thrive in fast-paced, agile environments and excel at problem-solving with a creative and analytical mindset. Your exceptional leadership and communication skills allow you to collaborate effectively with team members at all levels.

Your Responsibilities:

Analyze and evaluate clients' existing customer service offerings to identify gaps and provide tailored strategic recommendations.

Develop and execute implementation roadmaps to deliver effective solutions.

Lead teams in redesigning organizational structures and processes to improve customer service delivery.

Collaborate with design and analytics teams to create customer-centric solutions driven by insights.

Advise clients on measuring and enhancing customer-centric metrics.

Build and maintain relationships with client stakeholders for long-term partnership development.

Work alongside technology partners to design and implement service technology platforms.

Coach junior team members while continuously expanding your own expertise.

Contribute to thought leadership and insights that reinforce Accenture's position in the industry.

Qualifications:

5+ years of consulting experience focused on customer service, support, or contact center domains.

Experience in solutioning and selling innovative ideas and proposals.

Proficient in aligning business requirements with technology platform capabilities.

Familiarity with experience design and analytics in customer service processes.

3+ years working with Cloud (SaaS) solutions for service integration.

Experience with customer service platforms such as Genesys, NICE, Salesforce, Microsoft Dynamics, Amazon Connect, or Google CES.

1+ year of hands-on experience with Artificial Intelligence and digital platforms.

3+ years of knowledge in key areas including customer service transformation, experiential design, and technology support.

Additional Advantages:

Analyzing service technology platform requirements and delivering actionable recommendations.

Hands-on experience with artificial intelligence, GenAI, and conversational design.

Evaluating benchmarking data across various environments and projects.

Experience in Utilities, Energy, Chemical, or Natural Resources sectors.

The role is based in our office and offers a competitive compensation package with various benefits, including medical, dental, vision, life, long-term disability coverage, retirement plan options, and generous paid time off.

Accenture values diversity and is committed to creating an inclusive work environment. We provide equal opportunities for all and welcome applications from all backgrounds.