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Contact Center Transformation Consultant
Athens
Job No. r00249938
Full-time
Job Description
ARE YOU READY to step up to the New and take your technology expertise to the next level?
Accenture, a leading global professional services company, operates a global team in Greece focused on Data & Artificial Intelligence. Recognizing the immense potential of the human talent in Greece, Accenture will further expand its global team footprint, creating a new strategy & consulting team. This expansion underscores Accenture's commitment to fostering innovation to drive enterprise transformation for clients in Greece and abroad. The new global team will synergize with the existing AI team to solve Accenture’s clients’ toughest challenges across geographies and across industries. Accenture will be hiring outcome-oriented problem solvers who enjoy working on transformation strategies for global clients and working together with exceptional people and the latest tech. The new team members will bring a diverse range of strategy & consulting skills and industry expertise, focusing on multiple aspects of enterprise transformation, such as accelerating commercial growth, optimizing supply chain processing and reinventing customer experience.
WORK YOU’LL DO
In this context, we are looking for a motivated and self-driving Consultant with exceptional skills in comunication and analytics to produce quality deliverables for the client. As a Consultant in our Contact Center Practice, you will work closely with the Manager/Sr. Manager to reimagine Contact Center Operations, as well as setup / implement state-of-the-art Contact Center solutions that enhance customer experience and satisfaction.
Responsibilities:
Delivering Voice and Non-Voice solutions
Design contact centers and implement applications and tools (Genesys, Amazon Connect)
Creating business proposals from solutioning, effort estimation standpoint and demonstrate solutions
Qualifications
WHO WE´RE LOOKING FOR?
Business and/or Technology University degree (Tier-1 institutes; postgraduate studies preferred), relevant work experience of 3-7 years
Functional and technical experience on delivering Voice and Non-Voice solutions eg. (IVR, Callback, Web, Email, Chat, SMS, Social Media.) applications solutions using application development tools
Functional, technical detailed design and over-all application experience on building multichannel self-service/IVR and Omni-Channel Orchestration routing applications using Contact center platforms dev tools
Sound and expert understanding of Contact Center solutions, components both for on premise and cloud solution types)
In depth Experience in designing and implementing key business processes in the domain of Customer Services
In depth Experience in designing and implementing key business processes in the domain of Customer Services
Key skills:
Practical experience in integrating web apps with AI for Natural Language processing including Bot, AI, RPA
Hands-on experience with products from leading vendors such as Genesys, Amazon Connect, Twilio
Strong oral and written communication skills, including presentation and documentation skills (Excel, Visio, PowerPoint, etc.)
WHAT´S IN IT FOR YOU?
Competitive salary and benefits, including but not limited to: life/health insurance, performance based bonuses, monthly vouchers, company car (depending on management level), flexible work arrangements, employee share purchase plan, TEA Accenture, parental leave, paid overtime (if needed) and various corporate discounts
Continuous hard and soft skills training & development through global platforms & local academy
Career coaching and mentorship to help you manage your career and develop professionally
Ongoing strengths and skills based evaluation process
Various opportunities to develop your career across a spectrum of clients, industries and projects
Diverse and inclusive culture
Corporate citizenship initiatives (access to volunteering opportunities, charity work etc.)
Under our Brain Regain initiative, extra relocation benefits may apply
To learn more about Accenture, and how you will be challenged and inspired from Day 1, please visit our website accenture.com/gr-en/.
