Uncubed
   

Cloud Contact Center Management Consulting Senior Manager

Accenture, Ontario - Toronto, Canada

Accenture drives innovation to improve the way the world works and lives.


Basic Qualifications

  • Bachelor’s Degree

  • Minimum of 10 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 5 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 3 years of experience in creating contact center of the future strategy and transformational roadmap

Preferred Qualifications

  • 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

Our Commitment to Inclusion & Diversity


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.
 

Requesting an Accommodation


Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
 

If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.
 

Other Employment Statements


It is currently our objective to assign our people to work near where they live. However, given the nature of our business and our need to serve clients, our employees must be available to travel when needed. Job candidates are not required to disclose any offence for which a pardon has been granted.
 

About Accenture


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.

About Accenture

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.


Be a Better Accenture Candidate

Learn skills and get an insider's look at Accenture when you watch classes taught by their top employees.

Want to learn more about Accenture? Visit Accenture's website.