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- Tasks: Lead the design and implementation of innovative contact centre solutions using Sprinklr.
- 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 at the forefront of AI-driven customer experience transformation in a dynamic consulting environment.
- Qualifications: Experience with Sprinklr CCaaS and prompt engineering is essential; agile experience preferred.
- Other info: Travel up to 80% required; flexibility is key to delivering exceptional client services.
The predicted salary is between 43200 - 72000 £ per year.
Location: London, Manchester, Leeds, Newcastle, Birmingham, Bristol, Edinburgh, Glasgow
CL7
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
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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
Familiarize yourself with Sprinklr's CCaaS solutions and their AI-driven capabilities. Understanding how to leverage sentiment analysis and predictive analytics will give you an edge in discussions with potential employers.
✨Tip Number 2
Showcase your experience with cloud migration strategies and API integrations. Be prepared to discuss specific projects where you've successfully implemented these solutions, as this will demonstrate your hands-on expertise.
✨Tip Number 3
Highlight your familiarity with agile methodologies like Scrum or Kanban. Employers value candidates who can adapt to fast-paced environments and collaborate effectively within teams.
✨Tip Number 4
Build a portfolio of case studies that illustrate your ability to enhance customer experience through innovative contact centre solutions. This will not only showcase your skills but also your strategic thinking in transforming business operations.
We think you need these skills to ace Cloud Contact Centre Manager
Some tips for your application 🫡
Understand the Role: Take the time to thoroughly read the job description for the Cloud Contact Centre Manager position. Understand the key responsibilities and qualifications required, especially focusing on Sprinklr-specific solutions and AI-driven capabilities.
Tailor Your CV: Customize your CV to highlight relevant experience in customer service implementation, prompt engineering, and cloud-based contact centre solutions. Make sure to include specific examples that demonstrate your expertise in these areas.
Craft a Compelling Cover Letter: Write a cover letter that showcases your passion for the role and how your skills align with Accenture's core values. Mention your experience with Sprinklr and any relevant certifications or training that set you apart from other candidates.
Highlight Your Analytical Skills: In your application, emphasize your strong analytical skills and your ability to translate technical requirements into innovative solutions. Provide examples of past projects where you successfully implemented cloud migration strategies or enhanced customer experiences.
How to prepare for a job interview at Accenture
✨Understand Sprinklr's Capabilities
Make sure to familiarize yourself with Sprinklr's AI-driven features, such as sentiment analysis and predictive analytics. Being able to discuss how these tools can enhance customer experience will show your expertise and alignment with the role.
✨Showcase Your Technical Skills
Prepare to discuss your hands-on experience with cloud-based contact centre solutions and prompt engineering. Be ready to provide examples of how you've successfully implemented these technologies in previous roles.
✨Demonstrate Agile Methodology Knowledge
Since the role requires experience in agile environments, be prepared to talk about your familiarity with frameworks like Scrum or Kanban. Share specific instances where you applied these methodologies to drive project success.
✨Highlight Client Relationship Management
Accenture values strong client relationships, so come prepared with examples of how you've built and maintained these connections. Discuss any relevant experiences that demonstrate your ability to understand and meet client needs effectively.
