Tulika
Consulting Manager
- Role
- Manager Management Consulting at Accenture
- Location
- Pune Division, MH, IN
- LinkedIn followers
- 500 followers
About Tulika
I have a progressive technical career with 14+ years of delivering technical projects. I…
Experience
Manager Management Consulting
Jun 2024 — Present · Pune, IN
Led end-to-end Customer Experience (CX) and Contact Center transformation programs within the Strategy & Consulting Service practice. Specialized in advising Fortune 500 clients on leveraging Genesys Cloud/Engage, Generative AI (Gen AI) to optimize customer service operations, drive cost reduction, and enhance business metrics.Key Responsibilities & AchievementsDeveloped comprehensive contact center strategic roadmaps and robust business cases focused on optimizing operational expenses and improving customer lifetime value through digital and CCaaS modernization (Genesys Cloud/Engage).Served as the functional and technical subject matter expert, overseeing the design, implementation, and configuration of multichannel customer interaction solutions, including IVR, omnichannel orchestration, chat, email, and social media integration.Drove the strategic adoption and execution of AI and Gen AI initiatives within contact centers to introduce advanced capabilities like voice bots, chatbots, Natural Language Understanding (NLU), and intelligent routing, resulting in significant self-service deflection rates.Managed technical integration requirements for the Genesys platform with core enterprise systems, including CRM and key auxiliary systems (e.g, WFM, Quality Management, and potentially Service Management platforms like ServiceNow).Led geographically dispersed consulting and delivery teams (5-10 members), managed senior client stakeholders, and provided performance/status reporting, problem-solving, and conflict resolution to ensure successful, on-budget project delivery.Actively contributed to pre-sales activities, including developing solution overviews, pricing proposals, and strategic documentation to assist in selling Genesys transformation programs to new and existing clients.
Education
Kendriya Vidyalaya
12th Class - PCM
2003 — 2005
Dr. A.P.J. Abdul Kalam Technical University
B. Tech (Hons) - Electronics and Communication
Gyan Bharti Residential School
10th Class
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