Customer Experience/Service Technology Business Consultant (Utilties)
Accenture, Albany, New York, United States
Overview
Accenture Song—a new breed of agency that’s all about the Experience. For us, customer experience is not an add-on; it’s foundational to who we are and how we empower our clients. As the world’s largest, most disruptive agency, we drive lasting growth for clients by helping them design, build, and run meaningful experiences that make people’s lives better, more productive, and more meaningful. We do this in three ways: by transforming organizations through standout products and services; by building and delivering award-winning campaigns so brands can engage and communicate creatively with customers at scale; and by using our top-notch skills to pilot, integrate, scale, and run the platforms that underpin the world’s greatest experiences. Visit us here to learn more about what makes us the Experience Agency.
The digital economy has caused a massive increase in the amount and importance of digital content. Digital content and the customer experience it fuels are, together, a vital expression of a brand’s voice and purpose. We help leading brands create and deliver the right content for the right customer at the right time for immersive, relevant experiences. We offer an end-to-end approach to the content lifecycle and cut through the complexity for improved speed to market and relevance, at scale. Our unique tools and services organize, store, and optimize content, including taxonomy, rights and asset management, analytics, and quality assurance.
The Work
Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address their unique needs and business goals
Define business and implementation roadmaps, and execute delivery of solutions
Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver 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
Establish relationships with client stakeholders and build long-term partnerships for Accenture
Work with technology ecosystem partners to design and implement service technology platforms
Manage and coach junior team members, and continue to develop your own expertise
Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position
Here’s What You’ll Need
A minimum of five (5) years of consulting experience with heavy focus working in customer service, customer support, contact center environment or digital customer field including:
Solutioning and selling new ideas and proposals
Blending business requirements together with technology platform capabilities
Incorporating experience design and analytics into customer service, and support processes
3+ years of experience working with: Cloud (SaaS) solutions for Service and determining how they fit into a client’s larger application ecosystem
3+ years of experience working with Customer service platform technologies (such as Genesys, NICE, Salesforce, Microsoft Dynamics, Amazon Connect, Google CES etc.)
1+ years of experience working with Artificial intelligence and front-end digital platforms
3+ years of 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
Bonus Points If
Experience in conducting analysis of Service technology platform requirements and producing recommendations against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations
Have hands-on experience with artificial intelligence, GenAI and conversational design
Experience in evaluating benchmark data (e.g. customer, process, financial benchmarks); web/chat/ email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing
Have expertise working with organizations within Utilities, Energy, Chemical, Natural Resources sectors.
Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.
We accept applications on an on-going basis and there is no fixed deadline to apply.
Information on benefits is here.
Role Location and Other Statements If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter. Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
Equal Employment Opportunity Statement: 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, 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. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
Other Employment Statements: 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. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. California residents may see additional information here.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. We’re proud to be consistently recognized as one of the World’s Best Workplaces™. Visit us at www.accenture.com.
#J-18808-Ljbffr
The digital economy has caused a massive increase in the amount and importance of digital content. Digital content and the customer experience it fuels are, together, a vital expression of a brand’s voice and purpose. We help leading brands create and deliver the right content for the right customer at the right time for immersive, relevant experiences. We offer an end-to-end approach to the content lifecycle and cut through the complexity for improved speed to market and relevance, at scale. Our unique tools and services organize, store, and optimize content, including taxonomy, rights and asset management, analytics, and quality assurance.
The Work
Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address their unique needs and business goals
Define business and implementation roadmaps, and execute delivery of solutions
Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver 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
Establish relationships with client stakeholders and build long-term partnerships for Accenture
Work with technology ecosystem partners to design and implement service technology platforms
Manage and coach junior team members, and continue to develop your own expertise
Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position
Here’s What You’ll Need
A minimum of five (5) years of consulting experience with heavy focus working in customer service, customer support, contact center environment or digital customer field including:
Solutioning and selling new ideas and proposals
Blending business requirements together with technology platform capabilities
Incorporating experience design and analytics into customer service, and support processes
3+ years of experience working with: Cloud (SaaS) solutions for Service and determining how they fit into a client’s larger application ecosystem
3+ years of experience working with Customer service platform technologies (such as Genesys, NICE, Salesforce, Microsoft Dynamics, Amazon Connect, Google CES etc.)
1+ years of experience working with Artificial intelligence and front-end digital platforms
3+ years of 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
Bonus Points If
Experience in conducting analysis of Service technology platform requirements and producing recommendations against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations
Have hands-on experience with artificial intelligence, GenAI and conversational design
Experience in evaluating benchmark data (e.g. customer, process, financial benchmarks); web/chat/ email contacts, social media, contact center technology sales or project management experience with center start-ups, consolidation or outsourcing
Have expertise working with organizations within Utilities, Energy, Chemical, Natural Resources sectors.
Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.
We accept applications on an on-going basis and there is no fixed deadline to apply.
Information on benefits is here.
Role Location and Other Statements If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email or speak with your recruiter. Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
Equal Employment Opportunity Statement: 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, 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. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.
Other Employment Statements: 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. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. California residents may see additional information here.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. We’re proud to be consistently recognized as one of the World’s Best Workplaces™. Visit us at www.accenture.com.
#J-18808-Ljbffr