Customer Experience​/Service Technology Business Consultant

Responsibilities

• Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address their unique needs and business goals
• Define business and implementation of roadmaps, and execute delivery of solutions
• Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences
• Collaborate with visual designers and analytic teams to generate insights and deliver customer‑centric, insight‑driven solutions
• Advise clients on ways to measure and improve their customer‑centric metrics
• Establish relationships with client stakeholders and build long‑term partnerships for Accenture
• Work with technology ecosystem partners to design and implement service technology platforms
• Manage and coach junior team members, and continue to develop your own expertise
• Contribute to perspectives and thought leadership to help Accenture maintain its thought‑leadership position

• Travel:
  As required for client support up to 50%
• Location:
  
  Primary residency within 90 minutes of an approved Accenture office

• A minimum of five (5) years of consulting experience with heavy focus working in customer service, customer support, contact center environment or digital customer field including:
  Solutioning and selling new ideas and proposals, blending business requirements together with technology platform capabilities, incorporating experience design and analytics into customer service, and support processes
• 3+ years of experience working with Cloud (SaaS) solutions for Service and determining how they fit into a client’s larger application ecosystem
• 3+ years of experience working with Customer service platform technologies (such as Genesys, NICE, Salesforce, Microsoft Dynamics, Amazon Connect, Google CES etc.)
• 1+ years of experience working with Artificial intelligence and front‑end digital platforms
• 3+ years of functional knowledge in at least two of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and workforce management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting metrics/KPIs, and supplier/contract management

• Experience in conducting analysis of Service technology platform requirements and producing recommendations against benchmarks, and performing implementations as a result of analysis and recommendations
• Hands‑on experience with artificial intelligence, GenAI and conversational design
• 1+ years of experience with Conversational AI platforms such as Cognigy, Netomi, Sierra etc.

Experience in evaluating benchmark data (e.g., customer, process, financial benchmarks); web/chat/email contacts; social media; contact center technology sales; project management experience with center start‑ups, consolidation or outsourcing

Accenture varies compensation based on location, role, skill set, and experience level. The expected posting period is until 05/25/2026.

Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long‑term disability coverage; a 401(k) plan; bonus opportunities; paid holidays; and paid time off.

• California $70,350 to $196,000
• Cleveland $59,100 to $156,800
• Colorado $63,800 to $169,300
• District of Columbia $68,000 to $180,300
• Illinois $59,100 to $169,300
• Maryland $63,800 to $169,300
• Massachusetts $63,800 to $180,300
• Minnesota $63,800 to $169,300
• New York $66,300 to $196,000
• New Jersey $68,000 to $196,000
• Washington $80,200 to $180,300

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable…