Customer Experience/Service Technology Business Consultant
Accenture, Houston, TX, United States
You are:
An expert in customer service from customer interactions to back‑office functions including contact centers, with an understanding of the software / technology that enables day‑to‑day operations. You understand the ins and outs of customer service organizations what drives customer interactions & channels, how to unlock and deliver customer value and think about customer support in a digital, self‑service manner and you’re ready to apply your knowledge to help clients optimize and transform their customer service solutions. You’ve led a customer service transformation previously and are currently experimenting with how GenAI can impact your business and understand large scale technology delivery. Working in an agile, fast‑paced environment energizes you, and you’re at your best when contributing to a team. You’re always ready to dive deep into creative and analytical thinking to solve problems and transform challenges into opportunities. Leadership and verbal skills Yours are top‑drawer, and you know how to work well with everyone from junior colleagues to executive stakeholders.
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 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
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
1+ years of experience with Conversational AI (Conversational AI platforms such as Cognigy, Netomi, Sierra etc.)
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
Compensation & Benefits Compensation at Accenture varies depending on a wide array of factors…
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…
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.
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…
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 click here for 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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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 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
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
1+ years of experience with Conversational AI (Conversational AI platforms such as Cognigy, Netomi, Sierra etc.)
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
Compensation & Benefits Compensation at Accenture varies depending on a wide array of factors…
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…
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.
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…
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 click here for 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.
#J-18808-Ljbffr