Cloud Contact Centre Manager

Job title:

Cloud Contact Centre Manager

Company

Accenture

Job description

Cloud Contact Centre ManagerLocation: London, Manchester, Leeds, Newcastle, Birmingham, Bristol, Edinburgh, GlasgowCL7Travel: up to 80%Salary: Competitive (depending on experience)Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. With our thought leadership and culture of innovation, we apply industry expertise, diverse skill sets and next-generation technology to each business challenge.We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. Year after year, Accenture is recognised worldwide not just for business performance but for inclusion and diversity too.“Across the globe, one thing is universally true of the people of Accenture: We care deeply about what we do and the impact we have with our clients and with the communities in which we work and live. It is personal to all of us.” – Julie Sweet, Accenture CEOAs a team:You’ll learn, grow and advance in an innovative culture that thrives on shared success, diverse ways of thinking and enables boundaryless opportunities that can drive your career in new and exciting ways.If you’re looking for a challenging career working in a vibrant environment with access to training and a global network of experts, this could be the role for you. As part of our global team, you’ll be working with cutting-edge technologies and will have the opportunity to develop a wide range of new skills on the job.In our team you will learn:

• How to provide solutions to real-world problems across a variety of industries.
• How to help transform leading organisations and communities around the world.
• The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.
• How best to develop your skills and hone your talents within an innovative technology environment.

As a Cloud Contact Centre Manager, you will:

• Design and implement Sprinklr-specific contact centre solutions, integrating CRM systems, ticketing platforms, and third-party analytics tools.
• Leverage Sprinklr’s AI-driven capabilities like sentiment analysis, predictive analytics, and omnichannel support.
• Collaborate with clients to translate business requirements into scalable technical designs.
• Work on Sprinklr’s API integrations, ensuring seamless enterprise-wide solutions.
• Conduct workshops showcasing Sprinklr’s ability to enhance customer experience and operational efficiency.
• Employ prompt engineering techniques to optimise AI-driven tools like OpenAI, Dialogflow, and IBM Watson Assistant.
• Guide clients in cloud migration strategies, showcasing Sprinklr as a robust CCaaS solution.
• Develop business cases for transformation projects, highlighting the strategic value of Sprinklr.
• Continuously refine prompt designs, aligning with business and user needs.

QualificationsWe are looking for experience in the following skills:

• Hands-on experience with Sprinklr CCaaS, particularly in customer service implementation.
• Expertise in prompt engineering to enhance conversational AI models.
• Proven ability to architect cloud-based contact centre solutions, supporting multiple communication channels.
• Experience in agile environments using frameworks such as Scrum, Kanban, or SAFe.
• Strong analytical skills for translating technical requirements into innovative solutions.
• Experience with RFPs, crafting technical designs, and presenting to stakeholders.

Set yourself apart:

• Sprinklr certifications or equivalent training.
• Proficiency in generative AI tools such as OpenAI GPT, Google Dialogflow, and Amazon Lex.
• Strong grasp of customer journey analytics and contact centre optimisation strategies.
• Experience integrating Sprinklr with enterprise systems like CRM or ERP.
• Demonstrated ability to assess the impact of transformations on operating models.
• Track record of building and sustaining strong client relationships.

What’s in it for youAt Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 30 days’ vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice!Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the first-class services we are known for.About AccentureAccenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries — powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 509,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us atClosing Date for Applications: 7th February 2025Accenture reserves the right to close the role prior to this date should a suitable applicant be found.#LI-EU -linked inCode for Req: SNGCR01Accenture.com/creativecareers–About Accenture Accenture is a leading global professional services company that helps the world’s leading organizations build their digital core, optimize their operations, accelerate revenue growth and enhance services—creating tangible value at speed and scale. We are a talent- and innovation-led company with 774,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.Visit us atEqual Employment Opportunity StatementAll employment decisions shall be made without regard to age, race, creed, colour, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Expected salary

Location

London

Job date

Sun, 19 Jan 2025 06:35:15 GMT

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