The Strategy & Consulting Global Network SONG Practice | Five9
About Accenture
Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth, and enhance citizen services - creating tangible value at speed and scale.We are a talent-and innovation-led company with approximately 794,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships.
We combine our strength in technology and leadership in cloud, data and Al with unmatched industry experience, functional expertise, and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song.
These capabilities, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
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About Accenture Strategy & Consulting Global Network:
Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world.Today, digital is changing the way organizations engage with their employees, business partners, customers, and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategy's services include those provided by our Capability Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle.
Our Capability Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit https://www.accenture.com/in-en/careers
Accenture Global Network Song | Accenture in One Word
At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.
The Strategy & Consulting Global Network SONG Practice | Five9
Job Title: Five9 (Analyst/Consultant) (Entity: GN Song Services)
Management Level: Level 9-Consultant, Lever 11- AnalystLocation: Kuala Lumpur, Malaysia
Job Summary: Join our team of SONG consultants who solve customer-facing challenges with clients spanning sales, service, and marketing to accelerate business change. The Strategy & Consulting Global Network Song practice is aligned to the Global Network Practice of Accenture and works with clients across their marketing, sales, and services functions.As part of the team, you will work on transformation services driven by key offerings like Marketing Transformation, Connected Commerce, and Services. These services help our clients become living businesses by optimizing their marketing, sales, and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction, and impacting front-end business metrics in a positive manner.
Roles & Responsibilities:
- Act as a Contact Center solution specialist, leading the design, configuration, and delivery of Five9-based customer interaction solutions across voice and digital channels
- Drive end-to-end solutioning, including IVR, omnichannel routing, agent desktop, and campaign configurations, aligned to business and customer experience objectives
- Actively contribute to and support pre-sales activities, including RFP responses, solution design, effort estimation, and development of proof of concepts (POCs)
- Play a key role across project delivery lifecycle—from requirement discovery and solution design to build, testing, and deployment
- Lead/participate in client workshops, requirement gathering sessions, and design discussions, translating business needs into scalable CCaaS solutions
- Contribute to practice development initiatives, including:
- Creation of point of views (POVs) on CX transformation and AI-driven contact centers
- Development of reusable assets, accelerators, and best practices