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 506,000 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.

A professional at this position level within Accenture has the following responsibilities:

• Adapts existing methods and procedures to create possible alternative solutions to moderately complex problems. Understands the strategic direction set by senior management as it relates to team goals.
• Uses considerable judgment to determine solution and seeks guidance on complex problems.
• Analyzes business problems, recommends solutions, and guides implementation to improve overall performance.
• Primary upward interaction is with direct supervisor. May interact with peers and/or management levels at a client and/or within Accenture.
• Determines methods and procedures on new assignments with guidance.
• Manages small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.

Travel:

For now, all Accenture business travel, international and domestic, is currently restricted to client-essential sales/delivery activity only.

Please note: The safety and well-being of our people continues to be the top priority, and our decisions around travel are informed by government COVID-19 response directives, recommendations from leading health authorities and guidance from a number of infectious disease experts.

Unless expressly indicated, this role is not open in the state of Colorado.Unless expressly indicated, this role is not open in the state of Colorado.

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Qualifications

Basic Qualifications

• Bachelor's Degree
• Minimum of 4 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 2 years of experience in Design and implement AI chatbot/ Virtual assistant and define a comprehensive digital roadmap to integrate with cloud contact center platforms

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
• Experience working with global teams

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture.

Equal Employment Opportunity Statement

Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. Our rich diversity makes us more innovative, more competitive and more creative, which helps us better serve our clients and our communities.

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Oportunidad Laboral Equitativa
Todas las decisiones del empleador deben tomarse sin tomar en cuenta la edad, raza, creencias, color, religión, sexo, nacionalidad de origen, discapacidades, orientación sexual, identidad o expresión de género, información genética, estado civil, estado de ciudadanía u otra base protegida por la federación, estado, o leyes locales.

Los candidatos no estarán obligados a revelar registros sellados o cancelados de condena o arresto como parte del proceso de contratación. Accenture se compromete a proporcionar oportunidades de empleo para veteranos a nuestros hombres y mujeres de servicio.