Cloud Contact Center Solution Consultant / Analyst

About the role

Accenture's Global Network is looking for a Solution Consultant / Analyst for its SONG (Service) cloud contact center offering. The role translates business needs into functional solutions and ensures the successful deployment and adoption of the CCaaS platform. It is based in Mexico City.

Key responsibilities

• Lead end-to-end CCaaS implementations, including requirements gathering, prototyping, testing, training and post-go-live support.
• Design and document functional and technical specifications, including user stories and visual diagrams.
• Manage integrations and ensure they align with customer business objectives.
• Collaborate with Project Managers or independently manage project scoping, planning and execution.
• Coordinate with internal teams such as Product and Support to resolve issues and deliver enhancements.
• Build strong relationships with customer stakeholders to ensure project success and remove roadblocks.

Required profile

• Bachelor's degree completed.
• 2 to 8 years of experience in Professional Services, Consulting, IT applications development or SaaS environments.
• Strong consultative skills, able to explain technical concepts to diverse audiences.
• Excellent communication, organizational and problem-solving skills.
• Availability to travel may be required.