Accenture - Chicago, IL
posted about 2 months ago
As a Network Voice Lead / Subject Matter Expert (SME) at Accenture, you will play a pivotal role in managing and leading voice network projects, particularly in the context of contact center solutions. This position is designed for individuals who possess a deep understanding of voice network deployment models and the functioning of various voice network devices. You will be responsible for overseeing the design, build, testing, and deployment phases of IVR/Voice projects, ensuring that all operational activities are executed smoothly and efficiently. Your expertise will be crucial in providing Tier 2/3 support and resolving technical issues that arise during project execution. In this role, you will interact regularly with clients, providing them with summaries and reports on issues and achievements. It is essential to maintain clear communication with local management regarding any potential escalations to ensure that there are no surprises for the client. You will also be tasked with managing day-to-day operations related to various technologies, including Amazon Connect, AWS Connect Developer, Ring Central unified communication, AudioCodes SBC, and NICE/Verint Call recording systems. Your ability to coordinate with third-party providers and internal teams will be vital in resolving telecommunication problems and ensuring that project goals are met. Additionally, you will be responsible for maintaining comprehensive project documentation, including timelines, milestones, and progress reports. This position requires a self-driven, target-oriented individual who can work effectively in a team environment while also being capable of working independently. Your contributions will directly impact the success of Accenture's projects and the satisfaction of its clients.