Cloud Contact Centre Specialist

Location: London

Salary: Competitive salary and package dependent on experience

Career Level: Specialist

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 recognized 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 CEO

As 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.

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.

How best to develop your skills and hone your talents within an innovative technology environment

As a Cloud Contact Centre specialist, you will:

Work on complex contact centre solutions where you will be designing solutions to move customers from on-premise to cloud platforms.

Work on Amazon Connect and the wider AWS eco-system to create complex solutions which meets requirements

Responsibility to have business conversations and convert those conversations to a technical design which can be implemented

Work with cloud providers such as AWS, Microsoft and Google to come up with be-spoke client solutions

Support on creating high level business case to help clients with transformations

Support client teams to come up with integration architecture which showcases on how the solution will work from an end to end perspective.

We are looking for experience in the following skills:

It’s is essential for you to have hands-on experience using Amazon Connect or Genesys Cloud and AWS services

Demonstrate the ability to support on designing high-level architecture and solutions based on Cloud Contact Centres.

Demonstrate ability to support virtual or physical meetings to come up with technology solutions which improves customer experience.

Have a good understanding of adjunct Cloud Contact Centre services available in the market and how those services integrate to form a Cloud Contact Centre solution.

Demonstrate ability to work in an agile manner with developers and DevOps engineers to convert high level architecture into low level design and code.

Demonstrate domain expertise when collaborating on cross platform projects with teams responsible for Network, Desktop and Cloud

Experience in supporting management when responding to client requirements, crafting innovative technology enabled solutions, responding to RFPs and presenting technology solutions to clients.

Set yourself apart:

AWS Certifications

Any development experience would be advantageous as well

Any experience with GCP CCAI or Genesys Cloud will also be advantageous

Ability to do an impact assessment on contact centre operating models.

What’s In It For You

At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 25 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 Accenture

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. 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 at www.accenture.com

Closing Date for Applications: 30/09/2024

Accenture reserves the right to close the role prior to this date should a suitable applicant be found.