Customer Service CCaaS & AI Technology Lead

About the role

Lead and manage end-to-end Contact Center as a Service (CCaaS) implementations, ensuring projects are delivered on time, within scope, and within budget. Collaborate with cross-functional teams to align project goals with business objectives. Provide strategic guidance to clients on optimizing their CCaaS platforms to enhance customer experience, streamline operations, and achieve business goals. Build and maintain strong client relationships as the primary point of contact throughout the implementation process.

Responsibilities

• Lead the end-to-end delivery lifecycle of complex, global, large-scale service technology solutions for customer channel and CCaaS solutions
• Develop strong working relationships with senior management and identify follow-on project opportunities
• Manage and contribute to platform migration and global roll-out strategy and execution
• Work with software and technology partners to design and deliver service-focused solutions
• Plan and estimate delivery work with an Agile approach, focusing on project milestones, resource planning (on-shore and off-shore), scope, budget, risk identification and mitigation
• Manage day-to-day on-shore and off-shore project teams during the project lifecycle
• Manage project ideation, gather high-level business requirements, define detailed requirements and processes into epics and stories
• Manage experience-led teams in developing strategic vision and creative UI/UX design
• Interact with client stakeholders for business justification, funding, scope, and timeline
• Contribute to ongoing development of solution/program offering approaches, methodologies, techniques, business development tools, and growing resources

Requirements

• 1+ years of experience in Conversational AI, CCaaS, and Forward Deployed Engineer (FDE) skills
• 3+ years of experience designing, architecting, and delivering cloud contact center, WFM, and analytics platforms such as NICE, TalkDesk, Calabrio, Genesys, Salesforce, IFS, Sprinklr, Twilio, etc.
• 3+ years of experience designing and implementing AI chatbots/virtual assistants and defining a comprehensive digital roadmap to integrate with cloud contact center platforms
• 3+ years of experience aligning technology capabilities with contact center benchmarks, quality metrics, and agent scorecards
• 3+ years of experience delivering CCaaS technologies integrating one or more of the following functional capabilities:
  • Customer Service Channels (B2C, B2B)
  • Cross-channel (Web, Mobile, Voice, Assistant) Service Experiences
  • Service Delivery Technology Platforms (Service Center, CRM, Field Service)
  • Service Delivery Enablement (field worker, 3rd party service management)
  • AI-powered service operations

Preferred qualifications

• Experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms
• Experience with service channel experience design, implementation, and execution
• Experience in algorithmic decisioning or interactive management
• Experience defining, designing, and implementing a development architecture leveraging CI/CD principles
• Strong understanding of PCI/PII security and data privacy requirements
• Strong knowledge of project management methodology including detailed work plans, specifications, issue resolution, risk management, and team meetings
• Exceptionally strong leadership and communication skills to manage client accounts and multidisciplinary teams
• Experience in a consulting environment with a demonstrated record of continuing responsibilities, creativity, and innovation in complex global-scale programs (e.g., multi-country, language, brand)

Pay

Annual salary range by location:

• California: $73,800 – $220,400
• Colorado: $73,800 – $190,400
• Connecticut: $73,800 – $190,400
• District of Columbia: $78,500 – $202,700
• Illinois: $68,300 – $190,400
• Maine: $62,800 – $162,200
• Maryland: $73,800 – $190,400
• Massachusetts: $73,800 – $202,700
• Minnesota: $73,800 – $190,400
• New York: $68,300 – $220,400
• New Jersey: $78,500 – $220,400
• Ohio: $68,300 – $176,300
• Virginia: $68,300 – $202,700
• Washington: $80,200 – $202,700

Benefits

• Medical, dental, and vision coverage
• Life and long-term disability insurance
• 401(k) plan
• Bonus opportunities
• Paid holidays
• Paid time off

Schedule

• Travel as required for client support
• Primary residency within 90 minutes of an approved Accenture office