Customer Experience/Service Technology Business Consultant
Flagship Kansas, Overland Park, KS, United States
Position: Accenture in Overland Park, Kansas, United States
Job Description We Are Accenture Song is a new breed of agency that is all about 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 help clients design, build, and run meaningful experiences that improve lives, productivity, and meaning. 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 at scale; and by pilot‑integrating, scaling, and running the platforms that underpin the world’s greatest experiences.
About the Candidate An expert in customer service from front‑to‑back operations, including contact centers, with a deep understanding of the technologies that enable day‑to‑day activity. You understand what drives customer interactions and channels, how to unlock and deliver customer value, and how to think of customer support in a digital, self‑service manner. You’ve led a customer‑service transformation, are exploring how GenAI impacts business, and understand large‑scale technology delivery. Working in an agile environment energizes you, and you thrive on contributing to a team, diving deep into creative and analytical thinking to solve problems and turn challenges into opportunities.
The Work The work includes:
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 of roadmaps, and execute delivery of solutions.
Lead delivery teams to redesign organizational structure, processes, and technology capabilities to deliver optimal customer‑service experiences.
Collaborate with visual designers and analytics teams to generate insights and deliver customer‑centric, insight‑driven solutions.
Advise clients on ways to measure and improve 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.
Job Requirements
Travel: As required for client support up to 50%.
Location: Primary residency within 90 minutes of an approved Accenture office.
Qualifications
Minimum of five (5) years of consulting experience, heavily focused on customer service, customer support, contact center environment or digital customer field.
Experience in solutioning and selling new ideas and proposals.
Blending business requirements with technology platform capabilities.
Incorporating experience design and analytics into customer‑service and support processes.
3+ years working with cloud (SaaS) solutions for service and assessing fit within a client’s application ecosystem.
3+ years working with customer‑service platform technologies (e.g., Genesys, NICE, Salesforce, Microsoft Dynamics, Amazon Connect, Google CES, etc.).
1+ year working with artificial intelligence and front‑end digital platforms.
3+ years of functional knowledge in two or more areas: customer‑service transformation, experience design, process implementation, workforce forecasting and management, quality management, center staffing and training, technology support, IVR design, digital customer‑service platforms, reporting metrics/KPIs, and supplier/contract management.
Hands‑on experience with AI, GenAI, and conversational design.
1+ year experience with conversational AI platforms (e.g., Cognigy, Netomi, Sierra).
Experience evaluating benchmark data (customer, process, financial) and use in project management.
Bonus Points
Experience in conducting analysis of service‑technology platform requirements and producing recommendations against benchmarks.
Hands‑on experience with artificial intelligence, GenAI, and conversational design.
1+ year experience with conversational AI platforms (e.g., Cognigy, Netomi, Sierra).
Compensation Compensation varies based on location, role, skill set, and experience. A reasonable range will be provided upon hiring as required by local law.
Benefits Accenture offers a market‑competitive suite of benefits including medical, dental, vision, life, and long‑term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off.
U.S. Employee Benefits | Accenture (https://www.accenture.com/us-en/careers/local/benefits)
Accommodation Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If hired and requiring accommodation, you will participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, and we do not discriminate.
Key Identifier #LI-NA
#J-18808-Ljbffr
Job Description We Are Accenture Song is a new breed of agency that is all about 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 help clients design, build, and run meaningful experiences that improve lives, productivity, and meaning. 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 at scale; and by pilot‑integrating, scaling, and running the platforms that underpin the world’s greatest experiences.
About the Candidate An expert in customer service from front‑to‑back operations, including contact centers, with a deep understanding of the technologies that enable day‑to‑day activity. You understand what drives customer interactions and channels, how to unlock and deliver customer value, and how to think of customer support in a digital, self‑service manner. You’ve led a customer‑service transformation, are exploring how GenAI impacts business, and understand large‑scale technology delivery. Working in an agile environment energizes you, and you thrive on contributing to a team, diving deep into creative and analytical thinking to solve problems and turn challenges into opportunities.
The Work The work includes:
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 of roadmaps, and execute delivery of solutions.
Lead delivery teams to redesign organizational structure, processes, and technology capabilities to deliver optimal customer‑service experiences.
Collaborate with visual designers and analytics teams to generate insights and deliver customer‑centric, insight‑driven solutions.
Advise clients on ways to measure and improve 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.
Job Requirements
Travel: As required for client support up to 50%.
Location: Primary residency within 90 minutes of an approved Accenture office.
Qualifications
Minimum of five (5) years of consulting experience, heavily focused on customer service, customer support, contact center environment or digital customer field.
Experience in solutioning and selling new ideas and proposals.
Blending business requirements with technology platform capabilities.
Incorporating experience design and analytics into customer‑service and support processes.
3+ years working with cloud (SaaS) solutions for service and assessing fit within a client’s application ecosystem.
3+ years working with customer‑service platform technologies (e.g., Genesys, NICE, Salesforce, Microsoft Dynamics, Amazon Connect, Google CES, etc.).
1+ year working with artificial intelligence and front‑end digital platforms.
3+ years of functional knowledge in two or more areas: customer‑service transformation, experience design, process implementation, workforce forecasting and management, quality management, center staffing and training, technology support, IVR design, digital customer‑service platforms, reporting metrics/KPIs, and supplier/contract management.
Hands‑on experience with AI, GenAI, and conversational design.
1+ year experience with conversational AI platforms (e.g., Cognigy, Netomi, Sierra).
Experience evaluating benchmark data (customer, process, financial) and use in project management.
Bonus Points
Experience in conducting analysis of service‑technology platform requirements and producing recommendations against benchmarks.
Hands‑on experience with artificial intelligence, GenAI, and conversational design.
1+ year experience with conversational AI platforms (e.g., Cognigy, Netomi, Sierra).
Compensation Compensation varies based on location, role, skill set, and experience. A reasonable range will be provided upon hiring as required by local law.
Benefits Accenture offers a market‑competitive suite of benefits including medical, dental, vision, life, and long‑term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off.
U.S. Employee Benefits | Accenture (https://www.accenture.com/us-en/careers/local/benefits)
Accommodation Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If hired and requiring accommodation, you will participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, and we do not discriminate.
Key Identifier #LI-NA
#J-18808-Ljbffr