Job Description

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 you9re ready to apply your knowledge to help clients optimize and transform their customer service solutions. You9ve 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 you9re at your best when contributing to a team. You9re 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 clients9 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 clients9 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

Here9s what you9ll need:

• A minimum of three (3) 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 client9s larger application ecosystem
• 3+ years of experience working with Customer service platform technologies (such as Genesys, NICE, talkDesk Salesforce, Microsoft Dynamics, Amazon Connect, Google CES etc.)
• 1+ years of experience with Conversational AI (Conversational AI platforms such as ElevenLabs, Cognigy, Netomi, Sierra 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
• 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 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 anticipate this job posting will be posted until 11/07/2026.

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. See more information on our benefits here: U.S. Employee Benefits | Accenture

Role Location Annual Salary Range
California $70,350 to $196,000
Colorado $63,800 to $169,300
Connecticut $63,800 to $169,300
District of Columbia $68,000 to $180,300
Illinois $59,100 to $169,300
Maine $54,400 to $144,300
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
Ohio $59,100 to $156,800
Virginia $59,100 to $180,300
Washington $80,200 to $180,300

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