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For your reference, we have included the original job posting below.
Service Enabling Technologies - Call Routing Architect (Consultant)
Job Number:
23255541
Company Name:
Accenture
Job Location:
Phoenix, AZ US
Job Category:
Information Technology
Minimum Education:
4-Year College Degree
Service Enabling Technologies - Call Routing Architect (Consultant)
Location: Negotiable
Travel: 100% (Typically Monday - Thursday)
If you join Accenture you can make great ideas happen for some of the worlds most dynamic companies. With broad global resources and deep technical know-how, we collaborate with clients to cultivate ideas and deliver results. Choose a career at Accenture and enjoy an innovative environment where challenging and interesting work is part of daily life.
Working as a consultant with Accenture, you will build core business, technology and industry expertise helping to deliver world-class business and technology solutions that enable clients to become high performance businesses. Consultants must be professionals who have an interest in how business processes work and interact. In addition, consultants need to apply their skills in project and program management while exhibiting leadership in process re-engineering and implementation of process, technology, and organizational change. Finally, consultants also need to have a working knowledge of the industry and/or the functional areas they serve.
The Consulting workforce is made up of three groups: Management Consulting, Systems Integration Consulting and Technology Consulting. This consulting group structure provides outstanding opportunities to develop highly specialized skills that will help you advance your career.
Job Description:
The candidate will work with Accenture client teams to define, architect and deliver solutions related to Call Routing and CTI. Additionally, the candidate will work with client teams to articulate approaches and alternatives.
Key responsibilities may include:
Architect and deliver Call Routing and CTI Solutions for specific clients
Analyze and assure quality of the data collected
Articulate architectural approaches and strategies that will enable clients to achieve business objectives
Develop implementation plans for proposed projects, including timelines, resource requirements and cost estimates
Participate actively in developing long term relationships with client and Accenture team members
Transform client vision into concrete business requirements.
Lead design efforts of the entire telephony solution
Hands on capability to work with Cisco, Genesys, or Avaya toolsets during development, and ability to guide others.
Experience across all facets of testing
Implementation experience
Defining testing and implementation activities for architectures, capabilities and processes
Developing and testing business processes, capabilities, and architectures
Preparing the client for deployment (communications, training)
Identifying operations areas for coaching, training and improvements
Acting as liaison between Center Operations, Sales and Marketing
Job Requirements
Ability to travel up to 100% (typically Monday through Thursday)
Qualifications
Basic Qualifications:
Bachelors degree required
Minimum 3 years experience designing and delivering contact center Call Routing and CTI solutions
Preferred Skills:
Critical Thinking Skills
Good knowledge of basic SQL
Project management experience including the following project phases: project ROI and Business Case development, project design, project deployment, project leadership role and project benefits tracking
Familiarity with standard contact center applications
Professional Skill Requirements:
Genesys Enterprise Routing and Infrastructure, or Cisco IPCC, or Avaya
Integrating Genesys/Cisco/Avaya solution with Desktop applications for Screen Pop (e.g., Siebel)
IVR Integration with Call Routing and CTI
Call Detail Records familiarity
Call Routing Reporting (e.g., Info Mart)
Experience with VoIP integration
Familiarity with Call Recording and Workforce management integration
Must be considered a self-starter
Must be capable of working independently as well as leading small teams of three staff
Must be capable of setting expectations with clients and reporting staff
Proven success in contributing to a team-oriented environment
Proven ability to work creatively and analytically in a problem-solving environment
Desire to work in an information systems environment
Excellent leadership, communication (written and oral) and interpersonal skills
Applicants for employment in the must possess work authorization which does not require sponsorship by the employer for a visa.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
