Strategy & Consulting - Global Network | SONG - Service - Cloud Contact Center Senior Analyst Join to apply for the Strategy & Consulting - Global Network | SONG - Service - Cloud Contact Center Senior Analyst role at Accenture México . About the Global Network Join Our Global Consulting Network and Expand Your Horizons! At the Global Network, we are a thriving community of over 10,000 professionals operating from key locations around the world. We specialize in providing top-tier consulting expertise across various industries and functional areas, including life sciences, energy, supply chain operations, finance, and talent management. Why Choose Us? Global Exposure: Work on international projects and gain invaluable insights into diverse cultures and business practices. Specialized Development: We help you develop deep expertise in specific areas of management consulting. Dynamic Work Environment: Fast-paced, challenging, and growth-oriented. Innovation at the Core: Leverage cutting-edge technologies and innovative strategies to solve complex problems. We are driven by a commitment to excellence and a passion for delivering results that matter. If you are ambitious, talented, and ready for a challenge, we want to hear from you. Responsibilities Adapt existing methods and procedures to create alternative solutions to moderately complex problems. Use considerable judgment to determine solutions and seek guidance on complex problems. Interact primarily with a 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. Qualifications and Experience Bachelor’s Degree completed. Availability to travel may be required. +4 years experience in designing, architecting and delivering in any one of the following Cloud Contact Center platforms: Genesys, Amazon Connect, NICE, Twilio, Avaya, Cisco, etc. 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 Qualifications Experience in conducting contact center capability assessment, creating benchmarks 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 in using speech analytics tools (e.g., Call Miner, NICE, Verint) and deriving insights into key KPIs and suggesting transformation ideas. Contributed initiatives such as assets, accelerators and point of views focused on Customer Service Channels and Operations. Project Management, Experience working with global teams. Seniority level Mid-Senior level Employment type Full-time Job function Strategy/Planning and Consulting Industry Business Consulting and Services #J-18808-Ljbffr