Strategy & Consulting - Global Network | Song - Service - Cloud Contact Center Value Consultant[...]

Strategy & Consulting - Global Network | SONG - Service - Cloud Contact Center Value Consultant / Analyst

Join to apply for the Strategy & Consulting - Global Network | SONG - Service - Cloud Contact Center Value Consultant / Analyst role at Accenture México

Role Overview

As a CCaaS (Contact Center as a Service) Value Consultant, you will be responsible for driving strategic customer engagements that maximize the operational and financial impact of our client's CCaaS implementations.

You will partner with clients to assess their CX maturity, define transformation roadmaps, and build compelling business cases that demonstrate the value of our client's platform and services.

Key Responsibilities

Lead value consulting engagements to assess current CX capabilities and identify transformation opportunities using the CCaaS CX Value Framework

Develop tailored business cases, including financial impact analysis and ROI projections, to support executive decision-making.

Collaborate with cross-functional teams (sales, delivery, product, and client stakeholders) to align on strategic priorities and solution scope

Facilitate workshops and discovery sessions to map customer journeys and define omnichannel strategies

Support CCaaS migration initiatives by contributing to solution architecture, integration planning, and KPI definition

Provide ongoing value tracking and continuous improvement recommendations post-implementation

Contribute to change management and training strategies to ensure successful adoption and end-user readiness

Required Qualifications

Bachelor's Degree completed

Availability to travel may be required.

2 to 8 years of experience in consulting, customer experience strategy, or contact center transformation.

Strong understanding of CCaaS platforms, especially Talkdesk, and related technologies (IVR, AI chatbots, workforce management, reporting, etc.)

Proven ability to build executive-level business cases and deliver strategic recommendations.

Excellent communication, facilitation, and stakeholder management skills.

Experience with data analysis, value realization frameworks, and CX maturity assessments.

Additional Details

Seniority level : Mid-Senior level

Employment type : Full-time

Job function : Strategy / Planning and Consulting

Industries : Business Consulting and Services

Note : This job is active and accepting applications.

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