Accenture
Cloud Contact Center Management Consulting Senior Principal
Accenture, Carmel, Indiana, United States, 46033
Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 742,000 people serving clients in more than 120 countries.
In Strategy & Consulting we
work with C-suite executives, leaders and boards of the world’s leading organizations, helping them reinvent every part of their enterprise to drive greater growth, enhance competitiveness, implement operational improvements, reduce cost, deliver sustainable 360° stakeholder value, and set a new performance frontier for themselves and the industry in which they operate.
A professional at this position level within Accenture has the following responsibilities:
Adapts existing methods and procedures to create possible alternative solutions to moderately complex problems. Understands the strategic direction set by senior management as it relates to team goals.
Uses considerable judgment to determine solution and seeks guidance on complex problems.
Primary upward interaction is with direct supervisor. May interact with peers and/or management levels at a client and/or within Accenture.
Determines methods and procedures on new assignments with guidance.
Decisions often impact the team in which they reside.
Manages small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.
Travel : As required for client support.
Location : Primary residency within 90 minutes of an approved Accenture office.
Basic Qualifications
Bachelor’s Degree.
Minimum of 10 years of experience in designing, architecting and delivering in any one of the following Cloud Contact Center platforms: such as Genesys, Amazon Connect, NICE, Twilio, Avaya, Cisco etc.
Minimum 5 years of experience in Design and implement AI chatbot/ Virtual assistant and define a comprehensive digital roadmap to integrate with cloud contact center platforms.
Minimum 3 years of experience in creating contact center of the future strategy and transformational roadmap.
Preferred Qualifications
Experience in Conduct contact center capability assessment, create benchmark across contact standard standards KPIs, design the contact center of the future, craft solution blueprint, and articulate business case for transforming to a cloud based WFM solution.
Experience in using speech analytics tools (such as Call Miner, NICE, Verint etc.) and derive insights into the call center key KPIs and be able to suggest transformation ideas.
Contributed initiatives such as Assets, accelerators and Point of Views focused on Customer Service Channels and Operations.
Project Management, Experience working with global teams.
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 in California, Colorado, District of Columbia, Maryland, New York or Washington as set forth below.
Role Location Annual Salary Range
California $131,100 to $336,900
Colorado $131,100 to $291,100
District of Columbia $139,600 to $309,900
New York $121,400 to $336,900
Maryland $121,400 to $269,500
Washington $139,600 to $309,900
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In Strategy & Consulting we
work with C-suite executives, leaders and boards of the world’s leading organizations, helping them reinvent every part of their enterprise to drive greater growth, enhance competitiveness, implement operational improvements, reduce cost, deliver sustainable 360° stakeholder value, and set a new performance frontier for themselves and the industry in which they operate.
A professional at this position level within Accenture has the following responsibilities:
Adapts existing methods and procedures to create possible alternative solutions to moderately complex problems. Understands the strategic direction set by senior management as it relates to team goals.
Uses considerable judgment to determine solution and seeks guidance on complex problems.
Primary upward interaction is with direct supervisor. May interact with peers and/or management levels at a client and/or within Accenture.
Determines methods and procedures on new assignments with guidance.
Decisions often impact the team in which they reside.
Manages small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.
Travel : As required for client support.
Location : Primary residency within 90 minutes of an approved Accenture office.
Basic Qualifications
Bachelor’s Degree.
Minimum of 10 years of experience in designing, architecting and delivering in any one of the following Cloud Contact Center platforms: such as Genesys, Amazon Connect, NICE, Twilio, Avaya, Cisco etc.
Minimum 5 years of experience in Design and implement AI chatbot/ Virtual assistant and define a comprehensive digital roadmap to integrate with cloud contact center platforms.
Minimum 3 years of experience in creating contact center of the future strategy and transformational roadmap.
Preferred Qualifications
Experience in Conduct contact center capability assessment, create benchmark across contact standard standards KPIs, design the contact center of the future, craft solution blueprint, and articulate business case for transforming to a cloud based WFM solution.
Experience in using speech analytics tools (such as Call Miner, NICE, Verint etc.) and derive insights into the call center key KPIs and be able to suggest transformation ideas.
Contributed initiatives such as Assets, accelerators and Point of Views focused on Customer Service Channels and Operations.
Project Management, Experience working with global teams.
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 in California, Colorado, District of Columbia, Maryland, New York or Washington as set forth below.
Role Location Annual Salary Range
California $131,100 to $336,900
Colorado $131,100 to $291,100
District of Columbia $139,600 to $309,900
New York $121,400 to $336,900
Maryland $121,400 to $269,500
Washington $139,600 to $309,900
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