Genesys Cloud Contact Center Consultant / Manager

About the role

Accenture's Strategy & Consulting - Global Network - SONG practice, aligned to Accenture Song, offers transformation services in marketing, commerce/sales and customer care. This Cloud Contact Center (Genesys) Consultant/Manager role covers implementation and optimization projects, based in Mexico City or Monterrey.

Key responsibilities

• Take part in Cloud Contact Center implementation and optimization projects.
• Adapt existing methods and procedures to propose alternative solutions to moderately complex problems, using considerable judgment and seeking guidance on complex issues.
• Follow the strategic direction set by senior management for team goals, with primary upward reporting to the direct supervisor.
• Determine methods and procedures on new assignments with guidance; decisions often affect the team.
• Manage small teams or work efforts at a client or within Accenture (individual contributor).

Required profile

• Bachelor's degree completed; MBA from a tier 1 institute highly desirable.
• Advanced English.
• 5+ years of experience as Consultant or 10+ years as Manager in designing, architecting and delivering Genesys Platform for Cloud Contact Center.
• Availability to travel may be required.

Required skills

• Designing and implementing AI chatbots and virtual assistants, and defining a digital roadmap to integrate with cloud contact center platforms.
• Contact center of the future strategy and transformation roadmap.
• Preferred: contact center capability assessments, benchmarking against KPIs, solution blueprints and business cases for cloud-based WFM transformation.
• Preferred: speech analytics tools such as Call Miner, NICE or Verint, and insights into call center KPIs.
• Preferred: contributions to assets, accelerators and points of view on customer service channels and operations, project management and experience with global teams.

Candidates outside Mexico City or Monterrey may be considered, but relocation expenses are not covered. Foreign candidates may be considered, though visa sponsorship is not available.