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About the Role

Accenture Song accelerates growth and value for clients through sustained customer relevance, leveraging capabilities in growth, product and experience design, technology and experience platforms, creative, media and marketing strategy, and campaign, content and channel orchestration. We help clients operate at the speed of life through imagination, technology, and intelligence.

Responsibilities

Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions.
Define business cases, business and implementation roadmaps, and execute solutions.
Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities for optimal customer service experiences.
Collaborate with visual designers and analytic teams to generate insights and deliver customer-centric, insight-driven solutions.
Advise clients on ways to measure and improve their customer-centric metrics.
Lead change-management initiatives to drive adoption, ease implementation, and position clients’ customer-service solutions for ongoing success.
Establish relationships with client stakeholders and build long-term partnerships for Accenture.
Identify opportunities and drive business development efforts to build the Accenture Consulting practice.
Manage and coach junior team members, and continue to grow your own expertise.
Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position.

Requirements

A minimum of three (3) years of management consulting experience with a heavy focus on customer service, customer support, contact center environment, or digital customer field.
Experience in solutioning and selling new ideas and proposals.
Experience incorporating experience design and analytics into customer service and support processes.
3+ years of experience working with Cloud (SaaS) solutions and determining how they fit into a client’s larger application ecosystem.
3+ years of experience working with Customer service platform technologies (such as Salesforce, Dynamics, Amazon Connect, Genesys, NICE etc.).
1+ years of experience working with Artificial intelligence and front-end digital platforms.
3+ years of deep functional knowledge in two or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting metrics/KPIs, and supplier/contract management.
Experience in evaluating benchmark data (e.g., customer, process, financial benchmarks).
Experience with web/chat/email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing.
Experience in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations.
Hands-on experience with artificial intelligence, GenAI and conversational design.
Experience in one or more of the industry verticals: Hi-Tech, Communications & Media, Health/Healthcare, Financial Services, Life Science/MedTech.
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
A criminal conviction history is not an absolute bar to employment at Accenture.

Skills

Customer support
Contact centers
Software/technology for customer support operations
Digital and self-service customer support
Customer support transformation
GenAI impact on business
Large scale technology delivery
Selling processes
Pitching proposals with business cases and solutions
Agile environment
Creative and analytical thinking
Leadership
Verbal skills
Stakeholder management
Cloud (SaaS) solutions
Customer service platform technologies
Artificial intelligence
Front-end digital platforms
Customer service transformation
Customer service experience design
Customer service process implementation
Contact forecasting and work force management
Quality management
Center staffing and training
Technology support
IVR design and implementation
Digital customer service technology platforms/Call routing
Reporting metrics/KPIs
Supplier/contract management
Benchmark data evaluation
Web/chat/email contacts
Social media
Contact center technology sales
Project management
Center start-ups
Center consolidation
Center outsourcing
GenAI
Conversational design

Location

Primary residency within 90 minutes of an approved Accenture office

Work Type

As required for client support

Experience Level

Minimum three (3) years of management consulting experience
3+ years of experience working with Cloud (SaaS) solutions
3+ years of experience working with Customer service platform technologies
1+ years of experience working with Artificial intelligence and front-end digital platforms
3+ years of deep functional knowledge in two or more specified areas

Salary/Compensations

California $70,350 to $205,800
Colorado $63,800 to $177,800
Connecticut $63,800 to $177,800
District of Columbia $68,000 to $189,300
Illinois $59,100 to $177,800
Maine $54,400 to $151,400
Maryland $63,800 to $177,800
Massachusetts $63,800 to $189,300
Minnesota $63,800 to $177,800
New York $66,300 to $205,800
New Jersey $68,000 to $205,800
Ohio $59,100 to $164,600
Virginia $59,100 to $189,300
Washington $80,200 to $189,300

Benefits

Medical, dental, vision, life, and long-term disability coverage
401(k) plan
Bonus opportunities
Paid holidays
Paid time off

About the Company

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale.
We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries.
Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships.
We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability.
Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships.
We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

Equal Opportunity

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization.
As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.
Inclusion and diversity are fundamental to our culture and core values.
Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities.
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed.
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.
Accenture is an EEO and Affirmative Action Employer of Veterans/Individuals with Disabilities.
Accenture is committed to providing veteran employment opportunities to our service men and women.