• Would be responsible for analyzing customer requests for Contact Center, provide solution recommendation especially On Premise and Cloud / Hybrid cloud Solutions.

• Manage Contact Center Engagements (especially Genesys) across project delivery phases

• Lead Business Proposals to work closely with Accenture teams and Vendors (if any) to respond to RFI’s and RFP’s

• Manage Genesys capability with other Managers and help grow practice in terms of headcount, creating Point of Views, Develop assets to improve

• Graduate of Bachelor's Degree in Engineering/Analytics • Minimum 7 years of experience working with Customer Service operations and Contact Center channels • Must have experienced in leading Customer Service operations assessment/benchmarking, identifying gaps and deriving business case for driving improvements • Must have experience implementing multichannel self-service/IVR and Omni-Channel Orchestration Routing on Genesys PureEngage / PureConnect/ Engage cloud, Genesys Cloud suite. • In depth knowledge and know-how of Customer Service Operations, Cross-industry experience is preferred. • Functional and hands on experience on Voice and Non-Voice (SMS, Email, Chat etc.) applications solutioning using Genesys Composer, Genesys Designer (Preferably in SIP framework) • Proactively identifying customer needs through a technical benefits assessment, carefully building the business value of the solution, in order to assist with overcoming potential objections to proposed technical solutions. • Assisting in the preparation and response to customer RFP requests, carefully qualifying the prospective deal for technical feasibility


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.