Strategy & Consulting - Global Network - SONG - Service - Cloud Contact Center Senior Manager

Join Our Global Consulting Network and Expand Your Horizons!Are you ready to take your career to new heights? At the Global Network, we are more than just a team; we are a thriving community of over 10,000 professionals operating from key locations around the world. We specialize in providing top-tier consulting expertise across various industries and functional areas, including life sciences, energy, supply chain operations, finance, and talent management.Why Choose Us?Global Exposure: Work on international projects and gain invaluable insights into diverse cultures and business practices.Specialized Development: We don’t just work across broad spectrums; we ensure you develop deep expertise in specific areas of management consulting, enhancing both your professional value and expertise.Dynamic Work Environment: Our work is fast-paced and challenging, pushing you to grow quickly and continuously improve. It’s not just about meeting expectations; it’s about exceeding them and making a significant impact.Innovation at the Core: At the Global Network, innovation isn't just a buzzword—it's a fundamental part of how we operate. We leverage cutting-edge technologies and innovative strategies to solve complex problems and deliver novel solutions that keep our clients ahead in a rapidly changing world.We are driven by a commitment to excellence and a passion for delivering results that matter. If you are ambitious, talented, and ready for a challenge, we want to hear from you. Reach out, join our network, and start a conversation that could lead to your next big opportunity.Let’s build a better future together! The Strategy & Consulting - Global Network - SONG practice is aligned to Accenture Song and works with clients across their marketing, commerce/sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, commerce/sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner. Here are just a few of your day-to-day responsibilities.Evaluating the work effort and the consulting program pricingAssessing client’s current state platforms, infrastructures and applications portfolio and guiding them on how to orchestrate and govern these post cloud migrationUnderstanding the customers’ enterprise constraints, challenges, and policies for adopting cloud.Build cloud business cases by helping determine the best ROI and high business value by mixing different technologies and methodologies.Overseeing the production and implementation of architecture solutions covering multiple cloud technologies, associated Infrastructure/ application architecture, development, and operating modelsHelping solve key business problems and challenges by enabling cloud architecture transformation, painting a picture of, and charting a journey from the current state to a “to-be” enterprise cloud environmentImplementing programs/interventions that prepare the organization for implementation of new business processes Assisting our clients to build the required cloud capabilities for growth and innovation in order to sustain high performanceManaging multi-disciplinary teams to shape, sell, communicate, and implement programsDeveloping our offerings and assetsMentoring and developing our peopleBring your best skills forward to excel at the role: Bachelor’s Degree completedMBA from a tier 1 institute is highly desirable.Availability to travel may be required.Minimum of 16 years large scale consulting experience and managing teams in a consulting environment or at high tech companiesExperience 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. Experience designing and implementing AI chatbot/ Virtual assistant and defining a comprehensive digital roadmap to integrate with cloud contact center platforms.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.