Senior Cloud Contact Centre Transformation Specialist (Sprinklr-specific)
Location: London, Manchester, Leeds, Newcastle, Birmingham, Bristol, Edinburgh, Glasgow
CL6
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. 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.
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. If you're looking for a challenging career in a vibrant environment with access to training and a global network of experts, this could be the role for you.
In our team, you will learn:
* How to provide solutions to real-world problems across a variety of industries.
* How to help transform leading organizations and communities around the world.
* The 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 Senior Cloud Contact Centre Transformation Specialist, you will:
* Design and implement Sprinklr-specific contact centre/CCaaS 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 optimize 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, 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.
* Experience in opportunity origination, identifying, developing, and driving new business opportunities.
* Experience managing senior client stakeholders, requiring strong relationship management, strategic communication, and influencing skills.
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 optimization 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.
Closing Date for Applications: 28th February 2025
Accenture reserves the right to close the role prior to this date should a suitable applicant be found.
Equal Employment Opportunity Statement: All 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.
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