Consultant/Manager Customer Sales & Service – Service Transformation [Online / Phone Recruitment] - Military Veterans

at Accenture


Who we are? Capability Network is a Global Strategy & Consulting ( advisory practice pulled together multinational and cross cultural professionals based in a prominent locations around the world.

Management Consulting professionals design and implement process and change interventions that integrate strategy, technology and people to enable process improvements that create value for clients

Meet the CS&S Team

We decode the new, business executives need to re-think their marketing, sales and customer service strategies to improve the customer and partner experience. Using the right mix of technologies, we help them to optimize processes and operations and unleash new levels of connectivity, engagement and relevance.

Consultant/Manager Customer Sales & Service – Service Transformation

Milan, RomeYour challenges

We are expanding the Capability Network Team in Milan/Rome and we are looking for an experienced and accomplished Customer, Sales and Service Consultant.

Accenture are currently seeking Service Transformation resources at Analyst/Consultant/Manager levels to work in our Sales and Customer Service practice. The Service Transformation community forms one of the key components of our Customer Sales & Service Practice that operates across industry specific groups within Accenture. We are looking for passionate and self-driven individuals who will help define service strategies, design and implement contact center or CRM solutions and help optimize our client’s service operations. Individuals must have good communication skills, knowledge in relevant technologies, innovative thinking and commitment to quality. It is complimented by three other offering groups within Management Consulting: Sales Transformation, Pricing Transformation and Marketing Transformation .

We are expanding the Capability Network Team in Milan/Rome and we are looking for an experienced and accomplished Customer, Sales and Service Consultant.

Our offer:

+ Challenging job in a dynamic, professional, international and multicultural environment

+ Access to best know-how, unique knowledge and trainings

+ Opportunity to work with global top clients from Fortune 500 on large scale projects

+ Very attractive and competitive salary as well as a well-defined career path shaped to the individual career focus & priorities

Why we would choose you? The challenges you face reflect your ambitions; this is your chance. To stand out and face them in the best way:

+ Minimum bachelor’s degree in computer science / engineering

+ 2+ years of experience within Consulting or premium international firms

+ Depending on your experience you will be considered for Analyst / Consultant / Manager position

+ Proven experience and knowledge on the most used conversational AI tools (eg IBM/ Watson; Microsoft / Luis; Google / Dialogflow; AWS / Amazon Lex; SFDC / Einstein; SAP / SAP conversational AI)

+ Proven experience and knowledge on customer journey design and analytics, to measure the effectiveness of the design/implemented customer journey

+ Proven experience and knowledge of UI/UX, with the ability to develop wireframing prototyping

+ Proven experience of Agile methodology, having participated in developments projects

+ Ability to gather and collect requirements from end users in order to build up the to be target model/customer collect

+ Proficiency with Microsoft Office applications (incl. process mapping, process documentation, data analysis, presentation for senior stakeholders)

+ Analyse, design and build E2E bot conversational flows, working POCs, intent library creation in spoken language and dialogue models leveraging leading AI solutions.

+ Capacity to develop and demonstrate a POC on conversational Design/chatbot/Voice-bot/ Virtual assistant (VA) to the customer

+ Conduct market research to advance the state of the art in NLP and AI to provide technical solutions at scale for real world client challenges across industries

+ Experience on any of the leading contact center platform like Genesys Cloud, AWS Connect, InContact, Twilio, Google CCAI will be plus advantage.

+ Excellent English communication skills (written & spoken) required

+ Very good level of the other foreign EU language e.g. German/French will be strong asset

Are you determined to face and beat off the challenges this role brings even if you don't have all the required qualifications? Apply and tell us how you can make a difference.

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Accenture is an equal opportunities employer


Accenture is a global management consulting, technology services and outsourcing company. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with its clients to help them become high-performance businesses and governments.

Working with Accenture in the United States,  you can join ranks with more than 211,000 people in 120 countries and work with clients in nearly every major industry worldwide, including 96 of the Fortune Global 100, more than three-quarters of the Fortune Global 500 and government agencies around the world. Accenture’s people build careers in different areas of business, specifically Consulting, Technology and Outsourcing, as well as within our internal corporate functions.

With the breadth of talent our people have, they not only build strong careers, they offer their talents and skills to help clients and communities around the world.