Customer Experience​/Service Technology Business Consultant; Utilties

Job Description

We Are:
Accenture Song is a new breed of agency that’s all about the 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 drive lasting growth for clients by helping them design, build, and run meaningful experiences that make people’s lives better, more productive, and more meaningful.

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 with customers at scale; and by using our top‑notch skills to pilot, integrate, scale, and run the platforms that underpin the world’s greatest experiences.

Information on benefits is here.

• 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

• 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 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
• 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
• 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
• Have expertise working with organizations within Utilities, Energy, Chemical, Natural Resources sectors

• 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
• 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
• Have expertise working with organizations within Utilities, Energy, Chemical, Natural Resources sectors

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 as set forth below. We accept applications on an on-going basis and there is no fixed Final date to receive applications.