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NEXTMOVEFDE careers · United States
Accenture

Customer Experience & Service Transformation Advisory Manager

AI summary of the role

Accenture Song seeks a Manager-level advisor to lead customer service and contact center transformations for enterprise clients.

What you’ll do

  • Evaluate clients' customer service offerings, identify gaps, and propose strategic solutions
  • Define business cases, roadmaps, and execute transformation solutions
  • Lead delivery teams to redesign organizational structure, processes, and technology capabilities
  • Advise on customer-centric metrics and lead change-management initiatives

What you’ll bring

  • Minimum 6 years of management consulting experience in customer service/contact center environments
  • 3+ years with cloud (SaaS) solutions and customer service platforms (Salesforce, Dynamics, Amazon Connect, Genesys, NICE)
  • At least 2 years with AI and front-end digital platforms
  • 3+ years deep functional knowledge in two or more areas (e.g., transformation, workforce management, IVR design)

Technologies

Salesforce · Dynamics · Amazon Connect · Genesys · NICE · GenAI · IVR · SaaS · AI · conversational design

About Accenture

Accenture helps enterprises and governments reinvent strategy, technology, operations and customer growth through global consulting, managed services, AI/data, cloud and ecosystem partnerships.

Public · 5000+ people

Source and classification

Deployment strategy · Evidence for this classification:

ready to apply your knowledge to help clients optimize and transform their customer service solutions. You’ve led a customer support transformation previously are currently experimenting with how GenAI can impact your business and understand large scale technology delivery. Additionally, you are familiar with the selling processes, and you’ve pitched proposals with business cases and solutions to help solve problems. Working in an agile, fast-paced environment energizes you, and you’re at your best when contributing to a team. You’re always ready to dive deep into creative and analytical thinking to solve problems and transform challenges into opportunities. Leadership and verbal skills Yours are top-drawer, and you know how to work well with everyone from junior colleagues to executive stakeholders. The work: Evaluate clients’ current customer service offerings, identify gaps, shape
How jobs are selected

Employer postings · Data from · Sources