Management Consultant/Analyst for Contact Centers (Song GN)

Accenture is a leading global professional services company with approximately 791,000 people serving clients in more than 120 countries. Within Strategy & Consulting Global Network Song Practice, they focus on marketing, commerce & sales, and service functions to deliver tailored digital strategies. The company combines technology strength and leadership in cloud, data, and AI with industry experience and global delivery capability to help clients reinvent and build trusted relationships.

• Experience implementing Genesys Cloud CX solutions in enterprise environments.
• Understanding of contact center operations and customer service processes.
• Hands-on experience with Genesys Architect, call routing and queue management, voice and digital channel configuration, reporting and analytics, interaction workflows.
• Experience gathering business requirements and translating them into technical solutions.
• Knowledge of integration approaches, APIs, and cloud technologies.
• Strong stakeholder management and communication skills.
• Ability to work independently and manage multiple projects simultaneously.
• Excellent English communication skills.

Nice to have:

• Genesys Cloud certifications.
• Experience integrating Genesys Cloud with Salesforce, Microsoft Dynamics 365, ServiceNow, or other CRM platforms.
• Knowledge of Workforce Management (WFM), Quality Management (QM), and Workforce Engagement Management (WEM).
• Experience working in Agile project environments.
• Knowledge of CCaaS platforms like Amazon Connect, Sprinklr Service, Nice CXOne, MS DCCP.
• Understanding of cloud platforms such as Azure, AWS, or Google Cloud.

• Lead and support end-to-end implementations of Genesys Cloud CX solutions.
• Gather and analyze business and technical requirements from stakeholders.
• Design contact center architectures, flows, and omnichannel customer journeys.
• Configure and customize Genesys Cloud components including Voice, Digital channels, Outbound, Scripts, Knowledge, Bots, WFO, WFM, Reporting and analytics, and Data Actions (Genesys API).
• Collaborate with integration teams to connect Genesys Cloud with CRM, bot platform, ERP, and other enterprise platforms.
• Support solution testing, user acceptance testing (UAT), and deployment activities.
• Provide guidance and best practices to clients throughout the implementation lifecycle.
• Deliver workshops, training sessions, and knowledge transfer activities.
• Troubleshoot technical and functional issues and support continuous improvement initiatives.

Candidates should be willing and able to work at client locations mostly across Europe and the Middle East, for short or long term, with some in-person collaboration expected. Accenture is an equal employment opportunity employer and does not discriminate based on protected categories. Consent to personal data processing is required according to GDPR.