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Cloud Contact Center Management Consultant

Accenture

This is a Contract position in Toronto, ON posted November 21, 2021.

We are seeking a Cloud Contact Center WFM Management Consulting professional to work with the business process and development teams to design, implement and deploy Contact Center technologies to a wide variety of clients at the enterprise level. Candidates for this role should possess functional knowledge of the Contact Center and integration capabilities. Additionally, the candidate should have the ability to uncover business requirements and be able to create and effectively demonstrate solutions that address customer requirements and align with the business strategy.

In this role, you will be part of our leadership team driving growth for Customer Service and Sales in North America and expected to work seamlessly within Accenture and with our clients to shape and implement a Customer Experience solution that addresses our clients’ business needs.

People in our Client & Market career track drive profitable growth by developing market-relevant insights to increase market share or create new markets. They progress through required promotion into market-facing roles that have a direct impact on sales.

A professional at this position level within Accenture has the following responsibilities:

  • Adapts existing methods and procedures to create possible alternative solutions to moderately complex problems. Understands the strategic direction set by senior management as it relates to team goals.

  • Uses considerable judgment to determine solution and seeks 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.

  • Determines methods and procedures on new assignments with guidance.

  • Decisions often impact the team in which they reside.

  • Manages small teams and/or work efforts (if in an individual contributor role) at a client or within Accenture.

Travel: For now, all Accenture business travel, international and domestic, is currently restricted to client-essential sales/delivery activity only.

Please note: The safety and well-being of our people continues to be the top priority, and our decisions around travel are informed by government COVID-19 response directives, recommendations from leading health authorities and guidance from a number of infectious disease experts.

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