Cloud Contact Center Management Consulting Manager
Accenture, Multiple Locations, Canada
Accenture drives innovation to improve the way the world works and lives.
Minimum of 8 years of experience in designing, architecting and delivering in any one of the following Cloud Contact Center platforms: such as Genesys, Amazon Connect, NICE, Twilio, Avaya, Cisco etc.
Minimum 3 years of experience in Design and implement AI chatbot/ Virtual assistant and define a comprehensive digital roadmap to integrate with cloud contact center platforms
Minimum 2 years of experience in creating contact center of the future strategy and transformational roadmap
Experience in Conduct contact center capability assessment, create benchmark across contact standard standards KPIs, design the contact center of the future, craft solution blueprint, and articulate business case for transforming to a cloud based WFM solution
Experience in using speech analytics tools (such as Call Miner, NICE, Verint etc.) and derive insights into the call center key KPIs and be able to suggest transformation ideas
Contributed initiatives such as Assets, accelerators and Point of Views focused on Customer Service Channels and Operations
Project Management, Experience working with global teams
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At Accenture, inclusion and diversity are fundamental to our culture and embedded in our core values. We are committed to creating a workforce where our people can feel comfortable, be themselves and contribute. Like Canada itself, Accenture employees represent a tremendous variety of cultures, ethnicities, beliefs, backgrounds and languages. We offer an inclusive environment regardless of personal characteristics such as ethnicity, religion, gender, sexual orientation, gender identity or expression, age or disability.
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Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries — powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 513,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com.
Work where you’re inspired to explore your passions, where your talents are nurtured and cultivated. Innovate with leading-edge technologies on some of the coolest projects you can imagine. And get the tools you need to keep learning and growing so you stay continually ahead of the game while making a difference in the world. With approximately 442,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives.
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