CN. Strategy. MC – C&C Services- Genesys.
accenture
Bengaluru
2d ago
  • Job description
  • About Capability Network :

    If you are looking for a career with unparalleled global impact, then Accenture invites you to learn more about our rapidly expanding Capability Network.

    Over 2,000 management consulting and strategy professionals work in the Capability Network at Accenture. Based in a network of prominent locations, Capability Network professionals specialize in providing cutting-

    edge Industry and Functional expertise and leveraging the power of Accenture to bring measurable value to our clients worldwide.

    Key responsibilities of the role :

  • Would play a role of Genesys solution consultant and if required, should be able to perform hands on delivery of customer interaction solution (Genesys)
  • Involved in pre-sales activities including Response to RFPs, creating proof of concepts, creating effective presentations, demonstrating solutions during client Orals, Effort and Cost Estimation process etc.
  • Be a member and / or lead project delivery workstream across phases
  • Involved in practice specific initiatives including - creating point of views, creating re-usable assets on Contact Center space, perform analysis on Industry research, Market trends, bring-
  • in innovative solutions etc :

    Experience

  • Minimum 2 to 6 years of design and application experience implementing multichannel self-service / IVR and Omni-Channel Orchestration Routing on Genesys PureEngage (preferably Genesys 9.
  • X, 8.x) / Genesys PureConnect suite.

  • Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Genesys Composer, Genesys Designer (Preferably in SIP framework)
  • Experience in designing and implementing key business processes in the domain of Customer Services
  • Experience in Genesys Cloud administration & application development using Genesys Designer
  • Experience in Genesys Framework Component (including but not limited to GVP, eServices, GRE, SIP, URS, Info Mart, GMS, OCS, GPlus Integrations etc.)
  • Experience in leveraging Genesys product solution to automate customer service processes like Task Routing, Interaction Routing, CTI, Reporting etc.
  • Experience in Web Integrated Orchestration applications integrating with AI for Natural Language processing
  • Experience in cutting edge technologies including Bot, AI, RPA systems will be a plus
  • Experience on auxiliary systems such as WFM, Recording, Virtual Hold will be a plus

  • Basic qualifications
  • Bachelor’s degree in related field or equivalent experience.
  • Apply
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