#ACN I&P - GN - SONG - Service - Five9 - Manager

Job Description Job Title Five9 + Manager + I&P GN Management Level Level 7 - Manager Location Gurgaon / Mumbai / Bangalore / Chennai / Pune / Hyderabad Must have skills Five9; CX Transformation; CCaaS Advisory and Solution Architecture; CCaaS Consulting; Business Case Creation and Value Realization; Industry Solutions Consulting Good to have skills Consulting experience across CCaaS and Customer Service solutions including Amazon Connect, NICE, Verint, Cisco, Genesys, Sprinklr, Twilio, Salesforce, ServiceNow, Adobe, Microsoft Azure, and Google Cloud Job Summary As a Five9 professional within the I&P Global Network Song practice, you will help clients address customer-facing challenges across sales, service, and marketing. You will support Five9 solution consulting, pre-sales, implementation, contact center transformation, and customer service improvement initiatives. Roles & Responsibilities Analyze contact center functions, products, and technology solutions and recommend AI and GenAI-enabled improvements. Create business cases and strategic transformation roadmaps based on market trends. Support the sale and delivery of Five9 solutions through product overviews, partner readiness, pricing, documentation, and client presentations. Plan, design, implement, and configure Five9 solutions across voice and digital channels. Integrate Five9 with CRM and other enterprise applications and develop custom solutions using Five9 SDKs and APIs. Apply customer service process knowledge to deliver customer interaction solutions across IVR, IVA, voice, email, chat, social media, video, and messaging. Professional & Technical Skills Experience implementing multichannel self-service, IVR, and omnichannel orchestration routing using Five9. Hands-on experience with VCC Administrator, campaign management, IVR scripts, workflow automation, Five9 administration, and application development. Experience with CRM integrations, intelligent virtual agents, SDKs, APIs, and CI/CD tools. Knowledge of customer service operations, technical benefits assessments, cloud economics, pricing, and total cost of ownership. Ability to work in high-paced, complex consulting and implementation projects. Additional Information Opportunity to work on transformative projects with key clients. Potential to co-create with strategy leaders, industry experts, enterprise practitioners, and business intelligence professionals. Opportunity to develop strategy and consulting acumen through personalized learning. Opportunity to collaborate across the organization in a culture committed to accelerating equality for all. About Our Company | Accenture Experience Minimum 8+ years of experience is required Educational Qualification MBA from a Tier 1 institute Important Notice We have been alerted to the existence of fraudulent messages asking job seekers to set up payment to cover various costs associated with establishing employment at Accenture. No one is ever required to pay for employment at Accenture. If you are contacted by someone asking for payment, please do not respond, and contact us at india.fc.check@accenture.com immediately. 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. Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.