Job TitleStrategy & Consulting - General Network - SONG practiceJob Location: Mexico City or MonterreyRoles & ResponsibilitiesParticipate in Cloud Contact Center implementation/optimization projects.Adapt existing methods and procedures to create possible alternative solutions to moderately complex problems.Understand the strategic direction set by senior management as it relates to team goals.Use considerable judgment to determine solutions and seek guidance on complex problems.Primary upward interaction is with direct supervisor; may interact with peers and/or management levels at a client and/or within Accenture.Determine methods and procedures on new assignments with guidance.Make decisions that often impact the team in which they reside.Manage small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.Mandatory QualificationsBachelor's Degree completed.Preferred MBA from a tier 1 institute.Availability to travel may be required.English Advanced proficiency.
+5 years of experience for Consultant or +10 years for Manager in designing, architecting and delivering in Genesys Platform for Cloud Contact Center.Experience in 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 QualificationsExperience conducting contact center capability assessment,



creating benchmark across contact standard KPIs, designing the contact center of the future, crafting solution blueprint, and articulating business case for transforming to a cloud-based WFM solution.Experience using speech analytics tools (e.g., Call Miner, NICE, Verint) and deriving insights into call center KPIs to suggest transformation ideas.Contribution to initiatives such as Assets, accelerators and Points of View focused on Customer Service Channels and Operations.Project Management experience working with global teams.Relocation & TravelCandidates based in cities other than Mexico City or Monterrey can be considered, but Accenture does not cover relocation expenses for this position.Foreign candidates may be considered but the position cannot sponsor employment visas.Equal Employment Opportunity StatementDeclaración de igualdad de oportunidades en el empleoCreemos que nadie debe ser discriminado por sus diferencias.Todas las decisiones de empleo se tomarán sin importar la edad, raza, credo, color, religión, sexo, origen nacional, ascendencia, discapacidad, condición de veterano militar, orientación sexual, identidad o expresión de género, información genética, estado civil, ciudadanía ni ningún otro criterio protegido por la legislación aplicable.Nuestra rica diversidad nos hace más innovadores, competitivos y creativos, lo que nos ayuda a servir mejor a nuestros clientes y comunidades.
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📌 Cloud Contact Center Consultant/Manager - Mexico (Xico)
🏢 1900 Accenture S.C.
📍 Xico