Join Accenture Interactive — the world's largest and most disruptive agency. A new breed of agency that's all about the Experience. For us, customer experience is not an add-on; it's foundational to who we are and how we empower our clients. We drive lasting growth for clients by helping them design, build, and run meaningful experiences that make people's lives better, more productive, and more meaningful. We do this in three ways: by transforming organizations through standout products and services; by building and delivering award-winning campaigns so brands can engage and communicate creatively with customers at scale; and by using our top-notch skills to pilot, integrate, scale, and run the platforms that underpin the world's greatest experiences.
Come and work at the heart of change
We are looking for a Consultant with strong skills and knowledge about Digital Innovation applied to Customer Service solutions. This responsibility requires different previous professional experiences on Customer Service solutions: Consulting, Digital Innovation, Presales, Solution Architecture, RFP/RFI creation, CC assessments, and Project Delivery. Although previous experience on project delivery is required, the responsibility will be focused on supporting business development and dedicated to project execution.
Key tasks and responsibilities:
Presales and Consultancy activities:
Provide advising on Customer Service Solutions' targeted complex pitches, briefs, workshops, and/or other new business projects as requested by the digital Customer Service Group.
Understand customer's problems and offer innovative solutions working with DCS area.
Driving the innovation of the business unit, helping on the presales, designing Technical Architectures, acting as an interface between DCS group and business units.
Participate in the extension of Accenture methodologies and develop any additional tools necessary to constantly seek improvement.
Basic qualifications:
5+ years with solid experience in Customer Service, Contact Center, IVR, and Self-Service Solutions, with real knowledge in several of these areas:
Digital Innovation solutions for Customer Service services.
CRM Integration.
Workforce Management.
Social Network messaging integration (Facebook, Twitter, Whatsapp).
IVR, Speech Recognition, Semantics Recognition, Linguistic processing, Voice to text and text to voice, etc.
Omni-channel experience and Self-service solutions.
Engineering or similar degree.
First-class English communication skills (written, verbal, presentation).
Willingness to travel.
Experience required:
Presales and consultancy support including proposal writing and delivery.
Previous working experience in big customers (Telecom, Banking & Insurance, Utilities, etc.) in the Customer Service area as a solution provider, integrator, or consultant firm.
Solid experience working with cross-functional teams such as business developers, software development, marketing and media specialists, data scientists, and technologists.
Knowledge of Customer Service solution providers (Magic Quadrant of Contact Center Infrastructure and Magic Quadrant for the CRM Customer Engagement Center).
Knowledge in Cloud Contact Center solution.
Personal skills:
Passionate and enthusiastic about excellence, continually striving to exceed client expectations.
Analytical and creative with strong influencing skills.
Excellent communication skills, with the ability to maintain open, honest, and trusting relationships.
Able to multi-task and perform well under pressure.
Careful attention to detail.
What's in it for you:
Choose Accenture Interactive for a challenging and rewarding career where the variety of opportunities and projects allows you to develop your potential and grow professionally every day. The only place where you can learn from our unrivalled experience, working alongside talented colleagues. We offer a competitive salary, an extensive benefits package which includes extra vacation days per year, medical and life insurance, learning opportunities, and much more!
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