Service CCaaS Technology Delivery Lead

About the role

Accenture Song is the world’s largest, most disruptive agency, driving lasting growth for clients by designing, building, and running meaningful experiences that make people’s lives better, more productive, and more meaningful. We transform organizations through standout products and services, build and deliver award-winning campaigns, and pilot, integrate, scale, and run the platforms that underpin the world’s greatest experiences. Our focus is on customer experience as a foundational element, helping leading brands create and deliver the right content for the right customer at the right time for immersive, relevant experiences at scale.

We offer an end-to-end approach to the content lifecycle, cutting through complexity to improve speed to market and relevance. Our tools and services organize, store, and optimize content, including taxonomy, rights and asset management, analytics, and quality assurance.

Responsibilities

• Develop and implement a comprehensive CCaaS transformation strategy aligned with company vision and business goals.
• Lead strategic initiatives to enhance and expand CCaaS offerings, driving innovation and differentiation in the marketplace.
• Communicate transformation goals, progress, and outcomes effectively to internal and external stakeholders.
• Stay abreast of industry trends, emerging technologies, and competitive dynamics to inform transformation strategies.
• Identify and leverage new opportunities to drive growth and enhance the value proposition of CCaaS solutions.
• Work in a highly client-facing role to lead the end-to-end delivery lifecycle of complex, global, and 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 the development of platform migration and global rollout strategy and execution.
• Work with software and technology partners to design and deliver Service-focused solutions.
• Plan and estimate delivery work using an Agile approach, focusing on project milestones, resource planning (both onshore and offshore), scope, budget, risk identification, and mitigation planning.
• Manage day-to-day onshore and offshore project teams during the project lifecycle.
• Oversee project ideation, gather high-level business requirements, and define detailed requirements 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 the ongoing development of solution/program offering approaches, methodologies, techniques, business development tools, and resource growth.

Requirements

• 8+ years of experience in technology transformation, with a focus on CCaaS or cloud-based contact center solutions.
• 7+ years of proven track record in selling and leading large-scale transformation projects and driving organizational change.
• 7+ years of experience in strategic planning, project management, stakeholder engagement, strategic leadership, and change management.
• 7+ years of experience with CCaaS technologies and industry best practices, including CCaaS strategy, migration, and implementation on platforms such as AWS, Google CCAI, Genesys, NICE, etc.
• 8+ years of experience in aligning technology capabilities with contact center benchmarks, quality metrics, and agent scorecards.

Preferred Skills

• Minimum 10 years of experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms.
• 5+ years of experience implementing comprehensive end-to-end service center and field service software suites such as Salesforce, Oracle, Microsoft Dynamics, IFS, Genesys, Nice, Sprinklr, Twilio.
• Experience in algorithmic decisioning or interactive management.
• Strong understanding of PCI/PII security and data privacy requirements.
• Exceptionally strong leadership and communication skills to effectively 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, etc.).
• Experience working with clients in various industry verticals such as Healthcare, Insurance, SLED (State/Local/Education), Public Sector, Retail Services, etc.

Benefits

Accenture offers a market-competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here.

Pay

Compensation at Accenture varies depending on factors such as office location, role, skill set, and level of experience. Below are the annual salary ranges for this role by location:

• California: $132,500 to $302,400
• Cleveland: $122,700 to $241,900
• Colorado: $132,500 to $261,300
• District of Columbia: $141,100 to $278,200
• Illinois: $122,700 to $261,300
• Maine: $112,900 to $222,500
• Maryland: $132,500 to $261,300
• Massachusetts: $132,500 to $278,200
• Minnesota: $132,500 to $261,300
• New York: $122,700 to $302,400
• New Jersey: $141,100 to $302,400
• Virginia: $122,700 to $278,200
• Washington: $141,100 to $278,200

Schedule

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