Business Analyst (Amazon Connect)Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design;t echnology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence.
Visit us at: accenture/song
Role: Customer Service Analyst.
We are looking for an Analyst should have skills and knowledge about Digital Innovation applied to the Customer Service solutions. The Analyst will give support to Accenture Song Service Group to push initiatives, offering presales and consultancy services to the different business areas.
This responsibility requires of different previous professional experiences on Customer Service solutions: Consulting, Digital Innovation, Presales, Solution Architecture or CC assessments. Although previous experience on projects delivery is required, the responsibility will be focused on support the business development and dedicated to projects execution.
Key tasks and responsibilities
Presales and Consultancy activities:
1. Provide advising on Customer Service Solution
2. Understand customer's problems and offer innovative solutions working with Song Service Practice.
3. Driving the innovation of the business unit, helping on the presales, designing Technical Architectures, acting as interface between Song Service and business units.
Delivery activities:
4. Functional analysis of business requirements
5. Set up configuration of Contact center platform.
6. Conversational flows, reports, and integration design.
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Basic Qualifications:
7. 1-2 years with experience in Customer Service, Contact Center, IVR/VA and Self-Service Solutions, with real knowledge on several of these areas: Digital Innovation solutions' for Customer Service services. CRM Integration. Social Network messaging integration (Facebook, Instagram, Whatsapp, ...) IVR, Speech Recognition, Semantics Recognition, Linguistic processing, Voice to text and text to voice, etc. Omni-channel experience and Self-service solutions.
8. Engineering or similar degree.
9. Englishmunication skills (written, verbal, presentation).
10. Willingness to travel.
Experience required
11. Presales and consultancy support including proposal's writing and delivery.
12. Previous working experience in big customers (Tel, Banking & Insurance, Utilities, etc.) in the Customer Service area as solution provider, integrator or consultant firm.
13. Experience working with cross-functional teams such as business developers, software development, data scientists and technologists.
14. Knowledge on Customer Service solution providers. (Magic Quadrant of Contact Center Infrastructure and Magic Quadrant of for the CRM Customer Engagement Center.
15. Knowledge in Cloud Contact Center solution.
Personal skills
16. Passionate and enthusiastic about excellence, continually striving to exceed client expectations.
17. Analytical and creative with strong influencing skills.
18. Excellentmunication skills, with the ability to maintain open, honest and trusting relationships.
19. Able to multi-task and perform well under pressure.
20. Careful attention to detail.
Skills/Knowledge Considered a Plus:
21. Amazon connect
22. Genesys cloud certification
23. Salesforce service certification
What's in it for you:
Choose Accenture Song for a challenging and rewarding career where the variety of opportunities and projects allows you to develop your potential and grow professionally every day. The only place where you can learn from our unrivalled experience, working alongside talented colleagues.
Time for change.
Make your move - Apply now!
About Accenture
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders,munities, and each believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best Accenture, we see well-being holistically, supporting our people's physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We're proud to be consistently recognized as one of the World's Best Workplaces™.Join Accenture to work at the heart of change.
Visit us at accenture
Igualdad de Oportunidades en el Empleo
Todas las decisiones de empleo se tomarán sin importar la 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, estado de ciudadanía o cualquier otro motivo o circunstancias protegidas por las leyes federales, estatales o locales. Job ID 13418561