Cloud Contact Center (Amazon Connect) Consultant

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 (Amazon Connect) Consultant role works on implementation and optimization projects, with the location listed as 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 designing, architecting and delivering Amazon Connect for cloud contact centers.
• Availability to travel may be required.
• Candidates outside Mexico City or Monterrey may be considered, but relocation is not covered; foreign candidates are not eligible for visa sponsorship.

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.
• 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.