Accenture Flex offers you the flexibility of local fixed-duration project-based work powered by Accenture, a leading global professional services company. Accenture is consistently recognized on FORTUNE's 100 Best Companies to Work For and Diversity Inc's Top 50 Companies For Diversity lists.
As an Accenture Flex employee, you will apply your skills and experience to help drive business transformation for leading organizations and communities. In addition to delivering innovative solutions for Accenture's clients, you will work with a highly skilled, diverse network of people across Accenture businesses who are using the latest emerging technologies to address today's biggest business challenges.
You will receive competitive rewards and access to benefits programs and world-class learning resources. Accenture Flex employees work in their local metro area onsite at the project, significantly reducing and/or eliminating the demands to travel.
Key Responsibilities:
- Work as a SME and help the team on technical issues
- Regular Interaction with client and provide summary/report of issues and achievements
- Ensure zero surprise escalations from client
- The Lead needs to ensure local management is aware of any potential escalations
- Assist in Tier 2/3 support activities for operational activities
- Lead and manage IVR/Voice project through design, build, test and deploy phases
- Oversee the day-to-day operations related to Amazon Connect, AWS connect Developer, Ring Central unified communication, AudioCodes SBC and NICE/Verint Call recording issues.
- Have clear understanding of Voice network deployment models and should understand functioning of voice network devices.
- Voice / Network Inventory Management, validating that all the existing and newly deployed devices are added to the respective Network Management Systems
- Work & Coordinate with Third Party Providers to assist in Problem resolution of telecommunication Problems & OEMs for incident resolution.
- Coordinate with internal teams and external vendors to ensure project goals are met.
- Develop and maintain project documentation, including timelines, milestones, and progress reports.
Basic Qualifications:
- A minimum of 7 years of experience in managing contact center solutions.
- Previous experience working with cross geography teams.
- Ready to work in shift
- High School Diploma or GED
Preferred Qualifications:
- Relevant certifications in IVR technologies, project management, or related fields
- Bachelor’s degree in engineering
- Good understanding of procedures, application, and concepts within own subject area and understanding them in the context of the business
- Good communication skills
- Self driven, target oriented and team player.
Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience.
Role Location Hourly Salary Range:
California $70.67 - $80.67
Colorado $70.67 - $80.67
District of Columbia $70.67 - $80.67
New York $70.67 - $80.67
Maryland $70.67 - $80.67
Washington $70.67 - $80.67
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