Customer Experience Solutions Consultant

About Us: At Accenture Song, we are passionate about transforming customer experiences into something impactful and meaningful. As a leading agency, we empower clients to connect with their audiences at scale by designing, building, and running remarkable experiences. Our innovative products, effective campaigns, and technology integration make us the go-to partner for enhancing productivity and joy in customers' lives. Join us in redefining the customer experience landscape. As the demand for high-quality digital content rises in today's economy, we partner with well-known brands to create and deliver timely, relevant content that truly resonates with customers. Our streamlined approach optimizes the content lifecycle, improving speed, relevance, and analytics management, ensuring that our clients meet their objectives. About You: You are a seasoned professional in customer service, equipped with a deep understanding of customer interactions and the technologies that power them. Your expertise lies in enhancing customer value through insights into self-service support, optimizing service solutions, and integrating innovative technologies like GenAI. You thrive in dynamic, agile environments and are adept at problem-solving with both creativity and analytical thought. Your exceptional leadership and communication skills facilitate effective collaboration with colleagues at all levels. Your Responsibilities: Assess and evaluate clients' existing customer service offerings to identify improvement areas and provide targeted strategic recommendations. Create and execute implementation roadmaps to deliver effective solutions that drive results. Guide teams in redesigning structures and processes to enhance customer service delivery. Collaborate with design and analytics teams to develop customer-centric solutions grounded in insights. Advise clients on measuring and boosting customer-centric metrics for better outcomes. Build and nurture relationships with client stakeholders to foster long-term partnerships. Work with technology partners to design and implement robust service technology platforms. Mentor junior team members while continuously enhancing your own expertise. Contribute to thought leadership and insights that reinforce Accenture's industry standing. Qualifications: 5+ years of consulting experience in customer service, support, or contact center domains. Proven experience in crafting and selling innovative ideas and proposals. Ability to align business needs with technology platform capabilities effectively. Familiarity with experience design and analytics in customer service processes. 3+ years working with Cloud (SaaS) solutions for service integration. Experience with customer service platforms such as Genesys, NICE, Salesforce, Microsoft Dynamics, Amazon Connect, or Google CES. 1+ year of hands-on experience with Artificial Intelligence and digital platforms. 3+ years of knowledge in customer service transformation, experiential design, and technology support. Additional Advantages: Experience analyzing service technology platform requirements and providing actionable insights. Hands-on experience with artificial intelligence, GenAI, and conversational design. Experience evaluating benchmarking data across diverse environments and projects. Background in Utilities, Energy, Chemical, or Natural Resources sectors. This role is office-based and offers a competitive compensation package, including medical, dental, vision, life, long-term disability coverage, retirement plan options, and generous paid time off. Accenture values diversity and is committed to fostering an inclusive work environment. We welcome applicants from all backgrounds to apply.

Created: 2026-03-18