GN – SONG – ACE – Google GEN AI – 06 Full-time

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The Strategy & Consulting Global Network Song Practice | Speech Analytics Analyst/Consultant

Join our team of SONG – Customer Service consultants who solve customer-facing challenges at clients spanning sales, service, and marketing to accelerate business change.

Practice: Global Network, SONG I Areas of Work: Speech Analytics | Level: Analyst/ Consultant | Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp: 2 to 6 years

Explore an Exciting Career at Accenture

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest?

Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting’s Global Network SONG practice.

The Practice – A Brief Sketch

The Strategy & Consulting Global Network Song practice is aligned to the Global Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Advanced Customer Engagement. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you will drive the following:
• Serve as an interaction analytics consulting professional and perform hands-on delivery of customer interaction-based analytics projects using various technology platforms (Nexidia, Verint, Call Miner, etc.)
• Create queries/categories based on business understanding and customer context to generate customer insights.
• Generate hypothesis on identified business issues and frame advisory reccomendations
• Design and deployment of speech analytics-based reporting suite
• Compile analysis results and create high impact narrative / presentations
• Apply thorough knowledge & hands-on experience in speech analytics tools to design solutions to improve agent performance, operational effectiveness, customer experience, and quality automation.
• Perform pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort, and cost estimation process, etc.
• Perform in practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends, and bringing in innovative solutions, etc.

Bring your best skills forward to excel at the role:
• A strong and well-establis

Your experience counts!
• MBA from a tier 1 institute
• 2+ years of experience on one or more of the leading speech analytics platforms such as Verint, Nexidia, Call miner, etc.
• 2+ years of experience in designing and implementing customer experience solutions or operational excellence projects (any industry) and 2+ years of project management experience (optional).
• Strong analytical skills with the ability to read and interpret data and make recommendations based on business initiatives and strategy.
• Self Starter with a curiosity to innovate with future technologies

What’s in it for you?
• An opportunity to work on transformative projects with key G2000 clients
• Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.
• Ability to embed responsible business into everything-from how you service your clients to how you operate as a responsible professional.
• Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities
• Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, 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 federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.