Customer Experience/Service Technology Business Consultant
Accenture, Raleigh, NC, United States
Responsibilities
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 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 Job Requirements
Travel: As required for client support up to 50% Location: Primary residency within 90 minutes of an approved Accenture office Qualifications
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 at least two of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and workforce 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
Experience in conducting analysis of Service technology platform requirements and producing recommendations against benchmarks, and performing implementations as a result of analysis and recommendations Hands‑on experience with artificial intelligence, GenAI and conversational design 1+ years of experience with Conversational AI platforms such as Cognigy, Netomi, Sierra etc. Additional Experience
Experience in evaluating benchmark data (e.g., customer, process, financial benchmarks); web/chat/email contacts; social media; contact center technology sales; project management experience with center start‑ups, consolidation or outsourcing Compensation
Accenture varies compensation based on location, role, skill set, and experience level. The expected posting period is until 05/25/2026. 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. Role Location / Annual Salary Range
California $70,350 to $196,000 Cleveland $59,100 to $156,800 Colorado $63,800 to $169,300 District of Columbia $68,000 to $180,300 Illinois $59,100 to $169,300 Maryland $63,800 to $169,300 Massachusetts $63,800 to $180,300 Minnesota $63,800 to $169,300 New York $66,300 to $196,000 New Jersey $68,000 to $196,000 Washington $80,200 to $180,300 Requesting an Accommodation
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired. 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. 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. Further, at Accenture a criminal conviction history is not an absolute bar to employment. 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. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information. California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please read the additional important information. Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
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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 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 Job Requirements
Travel: As required for client support up to 50% Location: Primary residency within 90 minutes of an approved Accenture office Qualifications
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 at least two of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and workforce 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
Experience in conducting analysis of Service technology platform requirements and producing recommendations against benchmarks, and performing implementations as a result of analysis and recommendations Hands‑on experience with artificial intelligence, GenAI and conversational design 1+ years of experience with Conversational AI platforms such as Cognigy, Netomi, Sierra etc. Additional Experience
Experience in evaluating benchmark data (e.g., customer, process, financial benchmarks); web/chat/email contacts; social media; contact center technology sales; project management experience with center start‑ups, consolidation or outsourcing Compensation
Accenture varies compensation based on location, role, skill set, and experience level. The expected posting period is until 05/25/2026. 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. Role Location / Annual Salary Range
California $70,350 to $196,000 Cleveland $59,100 to $156,800 Colorado $63,800 to $169,300 District of Columbia $68,000 to $180,300 Illinois $59,100 to $169,300 Maryland $63,800 to $169,300 Massachusetts $63,800 to $180,300 Minnesota $63,800 to $169,300 New York $66,300 to $196,000 New Jersey $68,000 to $196,000 Washington $80,200 to $180,300 Requesting an Accommodation
Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired. 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. 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. Further, at Accenture a criminal conviction history is not an absolute bar to employment. 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. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information. California requires additional notifications for applicants and employees. If you are a California resident, live in or plan to work from Los Angeles County upon being hired for this position, please read the additional important information. Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.
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