Cloud Contact Centre Manager

Location: London, Manchester, Leeds, Newcastle, Birmingham, Bristol, Edinburgh, Glasgow CL7 Travel: up to 80% Salary: Competitive (depending on experience) Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services.

We believe in inclusion and diversity and supporting the whole person. Our core values comprise of Stewardship, Best People, Client Value Creation, One Global Network, Respect for the Individual and Integrity. As a Cloud Contact Centre Manager, you will: Design and implement Sprinklr-specific contact centre solutions, integrating CRM systems, ticketing platforms, and third-party analytics tools.

Leverage Sprinklr’s AI-driven capabilities like sentiment analysis, predictive analytics, and omnichannel support. Collaborate with clients to translate business requirements into scalable technical designs. Work on Sprinklr’s API integrations, ensuring seamless enterprise-wide solutions. Conduct workshops showcasing Sprinklr’s ability to enhance customer experience and operational efficiency.

Employ prompt engineering techniques to optimise AI-driven tools like OpenAI, Dialogflow, and IBM Watson Assistant. Guide clients in cloud migration strategies, showcasing Sprinklr as a robust CCaaS solution. Develop business cases for transformation projects, highlighting the strategic value of Sprinklr. Continuously refine prompt designs, aligning with business and user needs.

Qualifications

• We are looking for experience in the following skills: Hands-on experience with Sprinklr CCaa
• S, particularly in customer service implementation.
• Expertise in prompt engineering to enhance conversational AI models.
• Proven ability to architect cloud-based contact centre solutions, supporting multiple communication channels.
• Experience in agile environments using frameworks such as Scrum, Kanban, or SAFe. Strong analytical skills for translating technical requirements into innovative solutions.
• Experience with RFPs, crafting technical designs, and presenting to stakeholders.
• Set yourself apart: Sprinklr certifications or equivalent training.
• Proficiency in generative AI tools such as OpenAI GPT, Google Dialogflow, and Amazon Lex. Strong grasp of customer journey analytics and contact centre optimisation strategies.
• Experience integrating Sprinklr with enterprise systems like CRM or ERP. Demonstrated ability to assess the impact of transformations on operating models.
• Track record of building and sustaining strong client relationships.
• What’s in it for you At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 30 days’ vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice!
• Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the first-class services we are known for.
• Seniority level Mid-Senior level Employment type Full-time

Job function

Consulting Industries IT Services and IT Consulting #J-18808-Ljbffr

Salary: GBP 43200 - 72000 per year