Management Consultant/Analyst for Contact Centers (Song GN)

WHO WE ARE:

Within Strategy & Consulting Global Network Song Practice we drive innovation and deliver value by crafting tailored digital strategies for some of the world’s most successful organizations. Our focus spans marketing, commerce & sales and service functions, supporting transformative strategies that boost business performance, enhance customer experience, and foster long-lasting relationships. 

We are looking for an experienced Contact Center Implementation Consultant with strong expertise in Genesys Cloud CX to join our team. In this role, you will work closely with business stakeholders, customer service teams, and technical experts to design, configure, and implement modern cloud-based contact center solutions.

THE WORK:

• Lead and support end-to-end implementations of Genesys Cloud CX solutions.

• Gather and analyze business and technical requirements from stakeholders.

• Design contact center architectures, flows, and omnichannel customer journeys.

• Configure and customize Genesys Cloud components, including: Voice, Digital channels, Outbound, Scripts, Knowledge, Bots, WFO and WFM, Reporting and analytics, Data Actions (Genesys API)

• Collaborate with integration teams to connect Genesys Cloud with CRM, bot platform, ERP, and other enterprise platforms.

• Support solution testing, user acceptance testing (UAT), and deployment activities.

• Provide guidance and best practices to clients throughout the implementation lifecycle.

• Deliver workshops, training sessions, and knowledge transfer activities.

• Troubleshoot technical and functional issues and support continuous improvement initiatives.

Flexible: We are delivering our work mostly remotely but knowing that Global Network (GN SONG) way of working is also based on traveling and serving advisory, typically working closely with our Clients in their offices, willingness and ability to work at client’s locations mostly across Europe and Middle East, but also other locations, for short or long term is still required.

With all our roles, there is some in-person time for collaboration, learning and building relationships with clients, peers, leaders, and communities. As an employer, we will be as flexible as possible to support your specific work/life needs.

HERE’S WHAT YOU’LL NEED:

• Experience implementing Genesys Cloud CX solutions in enterprise environments.

• Understanding of contact center operations and customer service processes.

• Hands-on experience with: Genesys architect, call routing and queue management, voice and digital channel configuration, reporting and analytics, interaction workflows

• Experience gathering business requirements and translating them into technical solutions.

• Knowledge of integration approaches, APIs, and cloud technologies.

• String takeholder management and communication skills.

• Ability to work independently and manage multiple projects simultaneously.

• Excellent English communication skills.

BONUS POINTS IF YOU HAVE:

• Genesys Cloud certifications.

• Experience integrating Genesys Cloud with Salesforce, Microsoft Dynamics 365, ServiceNow, or other CRM platforms.

• Knowledge of Workforce Management (WFM), Quality Management (QM), and Workforce Engagement Management (WEM).

• Experience working in Agile project environments.

• Knowledge of CCaaS platforms like Amazon Connect, Sprinklr Service, Nice CXOne, MS DCCP.

• Understanding of cloud platforms such as Azure, AWS, or Google Cloud.

WHAT WE OFFER?

• Permanent employment contract.

• Individual support of a People Lead and a specific path of professional development, as well as the possibility of a session with a Coach.

• A wide training package (soft, technical, and language training offer, access to the e-learning platforms, Gallup test, GenAI training, possibility of co-financing courses, and certification).

• Employee Assistance Program - legal, financial, and psychological consultations.

• Accenture employees eligible for the Employee share purchase plan automatically become eligible for quarterly dividends if they own company shares.

• Paid employee referral program.

• Private medical care, life insurance.

• Access to the Worksmile platform (possibility of using a wide range of products and services, including the Multisport card).

WHAT WE BELIEVE:

Accenture does not discriminate employment candidates on the basis of race, religion, color, sex, age, disability, national origin, political beliefs, trade union membership, ethnicity, denomination, sexual orientation or any other basis impermissible under Polish law.

All our leaders are committed to building a better, stronger and more durable company for future generations to create positive, long-lasting change. Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and creative, which helps us better serve our clients and our communities.

Our position as partner to many of the world’s leading businesses, organizations and governments affords us both an extraordinary opportunity and a tremendous responsibility to make a difference. Sustainability is one of our greatest responsibilities, which we embed it into everything we do and for everyone we work with.

Clicking apply I hereby express my consent to process my personal data included in my job offer by Accenture Sp. z o.o. or any other entity of the Accenture group for recruitment purposes, and that it is a data controller within the meaning of GDPR. More information about Accenture (and if necessary also its representative) can be found here:

https://www.accenture.com/pl-pl/privacy-policy

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About Accenture

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 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

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, sexual orientation, gender identity or expression, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.