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Accenture

Federal - Contact Center Consultant

Arlington, VA

Organization: Accenture Federal Services
Location: Arlington, VA

We are:
Accenture Federal Services, bringing together commercial innovation with the latest technology to unleash the potential for our federal clients. Every day we bring bold thinking and diverse disciplines to solve problems in new ways. Ready to learn as much as you can? We'll give you numerous opportunities of formal & informal training sessions to keep your tech smarts sharp.

The work:

The Contact Center Specialist will support the Service Transformation organization and partner with varied client teams to ensure proper design of strategy, technology solutions, and process improvement efforts.

This role will assist with the implementation of Contact Center programs, tasks, and activities in support of a customer experience transformation that will allow Accenture Federal Services (AFS) to scale and bundle managed services across multiple portfolios.

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The individual may also work with internal AFS team members to draw on analytical conclusions that will help shape discussions for future Service Transformation projects.

The CCS's responsibilities may include, but are not limited to, the following:
  • Supports the overall strategy for existing or new Contact Center programs that deliver to Federal clients' value mission.
  • Performs complex analytics and root cause analysis and provides performance improvement recommendations in support of ad-hoc and standing customer requests.
  • Generates new technical ideas, leveraging and, where needed, adapting existing methods and procedures to accomplish targeted client priorities.
  • Participates in Workforce Management deliverables, particularly forecasting and performance measurement.
  • May serve as an advisor into Quality Management and Training & Content Management.
  • Supports and engages with internal AFS teams to respond to proposals for existing and/or new work across multiple clients.
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Qualifications

Here's what you need:
  • Bachelor's degree (minimum) .
  • 2 - 5 years' work experience with contact center operations.
  • Experience with customer service operations in a digital age, delivering innovations with customer experience transformation.
Bonus Points:
  • Ability to communicate business objectives and operational outcomes - including the ability to learn and promote service outcomes accomplishable with emerging technologies and services such as intelligent IVR, virtual agents/chatbots, and robotic process automation - to successfully solve complex business needs.
  • Experience managing complex programs with aggressive timelines, demanding service standards, and consistently meeting Clients' expectations with precision.
  • Experience building and managing delivery of outsourced professional services, with proven success in scaling customer experience solutions.
  • Knowledge of Contact Center telephony, IVR framework.
  • Experience supporting Federal Government clients a plus.
Eligibility Requirements:

• US Citizens, no duals

Important Information:
Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture Federal Services.

Accenture Federal Services is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity:
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.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture Federal Services is committed to providing veteran employment opportunities to our service men and women.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

An active security clearance or the ability to obtain one may be required for this role.

What We Believe

We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.

Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here

Equal Employment Opportunity Statement

Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.

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.

Accenture is committed to providing veteran employment opportunities to our service men and women.

For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement .

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.

Other Employment Statements

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.

Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.

Job ID: AccentureInc-R00032569
Employment Type: Other