Job Description

We are:

Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: www.accenture.com/song

You are:

An expert in customer support and Contact Centres, with an understanding of the operations, people, and technology that enable high-performing service organizations. You understand the ins and outs of customer support functions, what drives interaction volume, and how to unlock, deliver and measure both customer and employee value. You think about customer support in a digital-first, self-service, and efficiency-driven manner. You're ready to apply your knowledge to help clients optimize and transform their customer service solutions. You've led a customer support transformation previously, and/or are currently experimenting with how GenAI can impact your business and understand large-scale technology delivery. Additionally, you are familiar with the selling processes, and you've positioned proposals with business cases and solutions to help solve problems. Working in an agile, fast-paced environment energizes you, and you're at your best when contributing to a team. You're always ready to dive deep into creative and analytical thinking to solve problems and transform challenges into opportunities. Your leadership and verbal skills are top-drawer, and you know how to work well with everyone from junior colleagues to executive stakeholders.

The work:

Evaluate clients' current customer service offerings and operational model to identify gaps, shape vision, provide recommendations, and propose strategic solutions that address their unique needs and business goals Define business cases, business and implementation roadmaps, and execute solutions Lead delivery teams to redesign clients' organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences Collaborate with visual designers and analytic teams to generate insights and deliver customer-centric, insight-driven solutions Advise clients on ways to measure and improve their service and operational performance metrics, and drive continuous improvement Lead business enablement and change management initiatives that drive adoption, ease implementation, and position clients' customer-service solutions for ongoing success Design and implement workforce optimization models and performance dashboards to improve agent productivity while maintaining service quality Establish relationships with client stakeholders and build long-term partnerships for Accenture Identify opportunities and drive business development efforts to build the Accenture Consulting practice Manage and coach junior team members, and continue to grow your own expertise Contribute to perspectives and thought leadership to help Accenture maintain its thought-leadership position Travel: As required for client support.

Here's what you'll need:

A minimum of five (5) years of management consulting experience with a heavy focus on working in customer service, customer support, Contact Centre environment or digital customer field, including:

+ Solutioning and selling new ideas and proposals
+ Incorporating experience design and analytics into customer service and support processes
3+ years of experience working with: Cloud (SaaS) solutions and determining how they fit into a client's larger application ecosystem 3+ years of experience working with customer service platform technologies (such as Salesforce, Dynamics, Amazon Connect, Genesys, NICE, etc.) 1+ years of experience working with artificial intelligence and front-end digital platforms 3+ years of deep functional knowledge in two or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and workforce management, quality management, Contact Centre staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/call routing, reporting metrics/KPIs, and supplier/contract management English is required for this position as this role will regularly interact with stakeholders across Canada, US and other countries across our Global footprint where English is the common language. Due to the significant high volume of interactions with these English-speaking stakeholders, which is inherent to this position, it is not possible to reorganize the company's activities to avoid this requirement. Must be eligible for Reliability Clearance Status

Bonus Points if You Have

Experience in evaluating benchmark data (e.g., customer, process, financial benchmarks); web/chat/email contacts, social media, Contact Centre technology sales or project management experience with centre start-ups, consolidation or outsourcing Experience in conducting analysis against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations Hands-on experience with artificial intelligence, GenAI and conversational design Experience in industry verticals such as Utilities, Financial Services, Insurance, Telecommunications, Wireless Service Industries, etc.

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. As required by local law, Accenture provides a reasonable range of compensation, based on full-time employment, for roles that may be hired in British Columbia as set forth below.


Information on benefits is here.

Role Location

Annual Salary Range

British Columbia $61,800 to $167,000

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