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- Tasks: Lead the design and implementation of innovative cloud contact centre solutions.
- Company: Join Accenture, a global leader in professional services with a focus on inclusion and diversity.
- Benefits: Enjoy 30 days vacation, private medical insurance, and extra leave for charity work.
- Why this job: Be part of a dynamic team transforming customer experiences with cutting-edge technology.
- Qualifications: Experience with Sprinklr CCaaS and prompt engineering is essential; agile experience preferred.
- Other info: Travel up to 80% required; flexibility to work onsite with clients.
The predicted salary is between 43200 - 72000 £ per year.
Location: London, Manchester, Leeds, Newcastle, Birmingham, Bristol, Edinburgh, Glasgow
Travel: 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. 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.
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.
Qualifications
We 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 you
At 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.
Seniority level: Mid-Senior level
Employment type: Full-time
Job function: Consulting
Industries: IT Services and IT Consulting
Cloud Contact Centre Manager employer: Accenture
Contact Detail:
Accenture Recruiting Team
StudySmarter Expert Advice 🤫
We think this is how you could land Cloud Contact Centre Manager
✨Tip Number 1
Familiarise yourself with Sprinklr's platform and its specific features, especially those related to CCaaS. Understanding how to leverage its AI-driven capabilities will give you an edge in discussions with potential employers.
✨Tip Number 2
Network with professionals in the cloud contact centre space, particularly those who have experience with Sprinklr. Attend industry events or webinars to connect with others and gain insights that could be beneficial during interviews.
✨Tip Number 3
Prepare to discuss your experience with prompt engineering and how it can enhance customer interactions. Be ready to share specific examples of how you've successfully implemented these techniques in past roles.
✨Tip Number 4
Showcase your understanding of agile methodologies, as this role requires working in agile environments. Be prepared to discuss how you've applied frameworks like Scrum or Kanban in previous projects.
We think you need these skills to ace Cloud Contact Centre Manager
Some tips for your application 🫡
Tailor Your CV: Make sure your CV highlights relevant experience with Sprinklr CCaaS and cloud-based contact centre solutions. Use specific examples that demonstrate your expertise in prompt engineering and customer service implementation.
Craft a Compelling Cover Letter: In your cover letter, express your passion for the role and how your skills align with Accenture's core values. Mention your experience in agile environments and your ability to translate business requirements into technical designs.
Showcase Relevant Skills: Clearly outline your hands-on experience with generative AI tools like OpenAI GPT and your understanding of customer journey analytics. This will help you stand out as a candidate who can enhance operational efficiency.
Prepare for Interviews: Anticipate questions related to your experience with cloud migration strategies and your approach to client relationship management. Be ready to discuss how you've successfully implemented contact centre solutions in previous roles.
How to prepare for a job interview at Accenture
✨Showcase Your Technical Expertise
Make sure to highlight your hands-on experience with Sprinklr CCaaS and any relevant certifications. Be prepared to discuss specific projects where you've implemented cloud-based contact centre solutions, as this will demonstrate your capability to handle the technical aspects of the role.
✨Demonstrate Your Analytical Skills
Prepare examples that showcase your strong analytical skills, particularly in translating technical requirements into innovative solutions. Discuss how you've used data to drive decisions and improve customer experiences in previous roles.
✨Familiarise Yourself with Agile Methodologies
Since the role requires experience in agile environments, brush up on frameworks like Scrum, Kanban, or SAFe. Be ready to explain how you've applied these methodologies in past projects to enhance team collaboration and project delivery.
✨Prepare for Client Interaction Scenarios
As a Cloud Contact Centre Manager, you'll need to build strong client relationships. Prepare for role-play scenarios where you might need to guide clients through cloud migration strategies or present technical designs. This will help you demonstrate your communication skills and client management abilities.
