GN - SONG - Service – Nice CXone- Analyst

Accenture

  • Chennai, Tamil Nadu
  • Permanent
  • Full-time
  • 1 month ago
Job Title - GN - SONG - Service – Nice CXone- AnalystManagement Level: 11/AnalystLocation: Gurugram, Mumbai, Pune, Bengaluru, Hyderabad, ChennaiMust have skills: Customer Experience ManagementGood to have skills: CCaaS, Nice CXoneJob Summary:You will collaborate closely with our clients as a consulting professional, helping to design, build, and implement strategic initiatives that enhance customer service operations and elevate the overall customer experience. Leveraging industry expertise and cutting-edge technologies, you will play a key role in transforming customer engagement strategies to drive measurable improvements in both business performance and customer satisfaction. In this role, you will be responsible for leading the following key areas
  • Use cross domain functional exposure: Experience in contact center and overall customer Experience area, working in high-paced and complex projects and understanding industry specific Customer Experience processes, operations and functional needs.
  • Incorporate Generative AI to transform customer experience: Bring forward-thinking innovation by integrating Generative AI capabilities into contact center and self-service solutions. Apply GenAI to drive intelligent automation, enhance agent-assist tools, personalize customer interactions, and unlock new levels of operational agility and efficiency.
  • Deploy thorough skills to manage stakeholder expectations: Engage in resolving issues, risks for the success of the project, possess a strong and well-established record of accomplishment in designing and delivering customer interaction solutions across various interaction channels (IVR, web, email, chat, SMS, Social Media etc...)
  • Apply application design and development experience: Knowledge of implementing the orchestration platform of Contact Center Solution preferably in Fortune 500 companies with sophisticated customer interaction operations, leading Self-Service vendor organizations, or leading consulting firms.
  • Maximize thorough understanding of Contact Center Solution Framework: Integration with internal and external components, API integrations, understanding of Java, WebServices, Containerization (Kubernetes), deep knowledge of multiple contact center and speech recognition vendor platforms including hands-on experience with products.
  • Demonstrate a strong curiosity and willingness to learn new technologies: Stay ahead of the curve by proactively exploring emerging technologies, tools, and trends in the Customer Experience management and AI landscape, with a growth mindset and a passion for innovation.
Professional & Technical Skills:
  • Experience across functional and technical Voice and Non-Voice solutions: Conversational AI, NLU, NLP, SMS, Email, Chat, web etc. applications solutions using application development tools.
  • Experience and knowledge of Contact Center Solution Infrastructure Components: Those around routing, reporting, recording, multi-media (SMS, email, chat) WhatsApp, outbound, callback & inbound IVR solutions, chatbot, voice Bot
  • Knowledge of Web Integration with Orchestration applications: Use AI and Natural Language processing (NLU Engines), knowledge of cutting-edge technologies including chat and voice Bot, AI, RPA
  • Experience in auxiliary systems: Including WFM, Recording, Virtual Hold, Quality Management will be a plus.
Additional Information:
  • 1-4 years of experience across in depth functional and technical areas on delivering Voice and Non-Voice solutions e.g. (SMS, Email, Chat, web etc.) applications solutions using application development tools.
  • Experience in implementing a customer experience management tool such a Cloud contact Center/Conversational AI(Voicebot/chatbot which involves integration with CRM as well as Agent screen pop, design and application experience on implementing multichannel self-service/IVR and DFO solution.
  • Experience in automating, designing and implementing key business processes in the domain of Customer Services, Contact Center Solution Cloud administration & application development using Contact Center Solution Interaction Designer
About Accenture:Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 624,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us atAbout Accenture Strategy & Consulting:Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers, and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Global Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Global Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit|At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, .About Nice CXoneNICE CXone is a leading cloud-native customer experience platform that empowers organizations to deliver seamless, personalized, and AI-driven interactions across every channel. Trusted by global enterprises, CXone combines advanced analytics, automation, and omnichannel capabilities to transform contact centers into intelligent experience hubs. By joining the CXone journey, you'll be at the forefront of innovation—working with cutting-edge technologies like Generative AI, real-time agent assist, and predictive engagement—to shape the future of Customer ExperienceExperience: Minimum 2+ year(s) of experience is requiredEducational Qualification: B-Tech/BE/MCA/MBA/PGDM from a tier 1 or 2 is preferredAbout Accenture We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.Visit us atEqual Employment Opportunity StatementAll employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.Accenture is committed to providing veteran employment opportunities to our service men and women.

Accenture