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Accenture · 1 day ago

Customer Service Technology Business Consultant (Resources)

New York, NY

Full-time

Hybrid

Mid, Senior Level

$64K/yr - $196K/yr

5+ years exp

Accenture is a leading agency focused on enhancing customer experiences through innovative solutions. The Customer Service Technology Business Consultant will evaluate and optimize clients' customer service offerings, lead delivery teams, and collaborate with various stakeholders to improve customer-centric metrics and technology implementations.

Business Information SystemsConstructionConsultingInformation ServicesInformation TechnologyInfrastructureManagement ConsultingOutsourcing

No H1B

Responsibilities

Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address their unique needs and business goals

Define business and implementation of roadmaps, and execute delivery of solutions

Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences

Collaborate with visual designers and analytic teams to generate insights and deliver customer centric, insight driven solutions

Advise clients on ways to measure and improve their customer-centric metrics

Establish relationships with client stakeholders and build long-term partnerships for Accenture

Work with technology ecosystem partners to design and implement service technology platforms

Manage and coach junior team members, and continue to develop your own expertise

Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position

Qualification

Customer service transformationCloud (SaaS) solutionsCustomer service platform technologiesArtificial intelligenceExperience designAgile environmentLeadership skillsVerbal communication

Required

A minimum of five (5) years of consulting experience with heavy focus working in customer service, customer support, contact center environment or digital customer field including:

Solutioning and selling new ideas and proposals

Blending business requirements together with technology platform capabilities

Incorporating experience design and analytics into customer service, and support processes

3+ years of experience working with: Cloud (SaaS) solutions for Service and determining how they fit into a client's larger application ecosystem

3+ years of experience working with Customer service platform technologies (such as Genesys, NICE, Salesforce, Microsoft Dynamics, Amazon Connect, Google CES etc.)

1+ years of experience working with Artificial intelligence and front-end digital platforms

3+ years of functional knowledge in two or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting metrics/KPIs, and supplier/contract management

Preferred

Experience in conducting analysis of Service technology platform requirements and producing recommendations against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations

Have hands-on experience with artificial intelligence, GenAI and conversational design

Experience in evaluating benchmark data (e. g. customer, process, financial benchmarks); web/chat/ email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing

Have expertise working with organizations within Energy, Chemical, Natural Resources, Utilities sectors