Overview
Join to apply for the Business Analyst (Amazon Connect) role at ACCA Careers
Role: Customer Service Analyst. We are looking for an Analyst with skills and knowledge about Digital Innovation applied to Customer Service solutions. The Analyst will support Accenture Song Service Group by pushing initiatives, offering presales and consultancy services to different business areas.
Note: The original posting contains multiple references to Accenture Song and Accenture branding; this description focuses on the ACCA Careers role and its responsibilities.
Responsibilities
* Presales and Consultancy Activities
o Provide advising on Customer Service Solutions
o Understand customers' problems and offer innovative solutions working with Song Service Practice
o Drive the innovation of the business unit, assist with presales, design Technical Architectures, and act as interface between Song Service and business units
* Delivery activities
o Functional analysis of business requirements
o Set up configuration of Contact center platform
o Design conversational flows, reports, and integrations
Basic Qualifications
* 1-2 years of experience in Customer Service, Contact Center, IVR/VA and Self-Service Solutions, with knowledge in several areas:
o Digital Innovation solutions for Customer Service
o CRM Integration
o Social Network messaging integration (Facebook, Instagram, WhatsApp, etc.)
o IVR, Speech Recognition, Semantics Recognition, Linguistic processing, Voice to text and text to voice
o Omni-channel experience and Self-service solutions
* Engineering or similar degree
* English communication skills (written, verbal, presentation)
* Willingness to travel
Experience
* Presales and consultancy support including proposal writing and delivery
* Experience with large customers (Telecom, Banking & Insurance, Utilities, etc.) in the Customer Service area as solution provider, integrator or consultant
* Experience working with cross-functional teams such as business developers, software development, data scientists and technologists
* Knowledge of Customer Service solution providers (references to industry quadrants)
* Knowledge in Cloud Contact Center solutions
Personal skills
* Passionate and enthusiastic about excellence; strive to exceed client expectations
* Analytical and creative with strong influencing skills
* Excellent communication skills; able to maintain open, honest and trusting relationships
* Able to multi-task and perform well under pressure
* Attention to detail
Skills/Knowledge Considered a Plus
* Amazon Connect
* Genesys Cloud certification
* Salesforce service certification
What\'s in it for you
Choose ACCA Careers for a challenging and rewarding career with opportunities to develop potential and grow professionally, learning from experienced colleagues.
About ACCA Careers / About Accenture
We work with a shared purpose to deliver on the promise of technology and human ingenuity. We foster an inclusive and diverse environment and provide well-being and ongoing learning opportunities. Visit us at
Equal Opportunity Employer
Igualdad de Oportunidades en el Empleo. Todas las decisiones de empleo se tomarán sin importar edad, raza, credo, color, religión, sexo, origen nacional, ascendencia, grado de discapacidad, estado de veterano, orientación sexual, identidad o expresión de género, información genética, estado civil, o cualquier otra circunstancia protegida.
Location notes: Madrid, Spain. Various related postings appear for roles in Madrid and remote opportunities.
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