Cloud Contact Centre Consultant
Posted on Jul 22, 2021 by Accenture
Location: London, Manchester, Edinburgh
Salary: Competitive (depending on experience)
Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge.
We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognized worldwide not just for business performance but for inclusion and diversity too.
"Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us." - Julie Sweet, Accenture CEO
As a team:
You'll learn, grow and advance in an innovative culture that thrives on shared success, diverse ways of thinking and enables boundaryless opportunities that can drive your career in new and exciting ways
If you're looking for a challenging career working in a vibrant environment with access to training and a global network of experts, this could be the role for you. As part of our global team, you'll be working with cutting-edge technologies and will have the opportunity to develop a wide range of new skills on the job.
In our team you will learn:
How to provide solutions to real world problems across a variety of industries.
How to help transform leading organisations and communities around the world.
The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.
How best to develop your skills and hone your talents within an innovative technology environment
As a Cloud Contact Centre Consultant, you will:
Work on complex contact centre solutions where you will be designing solutions to move customers from on-premise to cloud platforms.
Work on Amazon Connect and the wider AWS eco-system to create complex solutions which meets requirements
Responsibility to have business conversations and convert those conversation to a technical design which can be implemented
Work with cloud providers such as AWS, Microsoft and Google to come up with be-spoke client solutions
Have responsibility of coming with high level business case to help clients with transformations
Work with client teams to come up with integration architecture which showcases on how the solution will work from an end to end perspective.
Even if you don't have cloud experience but have contact centre experience and want to work in upgrading with cloud skills then this is a great role for you.
We are looking for experience in the following skills:
Demonstrate the ability to put together high-level architecture and solutions based on Contact Centre, ideally with some experience of cloud as well
Demonstrate ability to hold virtual or physical meetings to come up with technology solutions which improves customer experience.
Have a good understanding of adjunct contact centre services available in the market and how those services integrate to form a contact centre solution.
Demonstrate awareness of various cloud contact centre platforms available in the market
Demonstrate ability to work in an agile manner to deliver project
Demonstrate ability to work with developers and DevOps engineers to convert high level architecture into low level design and code.
Demonstrate domain expertise when collaborating on cross platform projects with teams responsible for Network, Desktop and Cloud
Experience in responding to client requirements, crafting innovative technology enabled solutions, responding to RFPs and presenting technology solutions to clients.
It's not essential for you to have hands-on experience using Amazon Connect and AWS services but the willingness to learn and grow in this space is required
Set yourself apart:
Hands on experience in working with AWS solutions or any development experience would be advantageous as well
Any experience with GCP CCAI or Genesys Cloud will also be advantageous
Ability to do an impact assessment on contact centre operating models.
Proven history in building strong relationships with clients and colleagues
What's in it for you
At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 30 days' vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice!
Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the first-class services we are known for.
Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries - powered by the world's largest network of Advanced Technology and Intelligent Operations centers. With 509,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises.
Closing Date for Applications: 31/10/2021
Accenture reserves the right to close the role prior to this date should a suitable applicant be found.
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