Song/Customer Tech: Customer Service CCaaS Technology Lead Job at Accenture in C

We Are:

Accenture Song—a new breed of agency that’s all about the Experience. For us, customer experience is not an add-on; it’s foundational to who we are and how we empower our clients. As the world’s largest, most disruptive agency, we drive lasting growth for clients by helping them design, build, and run meaningful experiences that make people’s lives better, more productive, and more meaningful. We do this in three ways: by transforming organizations through standout products and services; by building and delivering award-winning campaigns so brands can engage and communicate creatively with customers at scale; and by using our top-notch skills to pilot, integrate, scale, and run the platforms that underpin the world’s greatest experiences. Visit us here to learn more about what makes us the Experience Agency.

The digital economy has caused a massive increase in the amount and importance of digital content. Digital content and the customer experience it fuels are, together, a vital expression of a brand’s voice and purpose. We help leading brands create and deliver the right content for the right customer at the right time for immersive, relevant experiences. We offer an end-to-end approach to the content lifecycle and cut through the complexity for improved speed to market and relevance, at scale. Our unique tools and services organize, store, and optimize content, including taxonomy, rights and asset management, analytics, and quality assurance.

Job Description:

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.

Responsibilities:

1. Provide Strategic Guidance: Offer expert advice and strategic insights to clients on optimizing their CCaaS platforms to enhance customer experience, streamline operations, and achieve business goals. Stay updated on industry trends to ensure the use of best practices.
2. Foster Client Relationships: Build and maintain strong relationships with clients, acting as the primary point of contact throughout the implementation process. Ensure client satisfaction by addressing concerns, providing regular updates, and delivering solutions that meet their unique needs.
3. Works 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 solutions & CCaaS solutions.
4. Develops strong working relationships with the senior management team and identifies follow-on project opportunities.
5. Manages and contributes to development of the platform migration and global roll out strategy and execution.
6. Works with software and technology partners to design & deliver Service-focused solutions.
7. Plans and estimates delivery work with an Agile approach, focusing on project milestones, resource planning (both on-shore and off-shore), scope, budget, risk identification and mitigation planning.
8. Manages day to day on-shore and off-shore project teams during the project lifecycle.
9. Manages the project ideation, gathering the high-level business requirements, defining the detailed requirements and process into epics and stories.
10. Manages experience-led teams in developing strategic vision and creative UI/UX design.
11. Interacts with client stakeholders for business justification, funding, scope, and timeline.
12. Contributes to the ongoing development of solution/program offering approaches, methodologies, techniques, business development tools, and growing our resources.

Travel: As required for client support.

Location: Primary residency within 90 minutes of an approved Accenture office.

Basic Qualifications:

1. 3+ years of experience in designing, architecting, and delivering cloud contact center, WFM and analytics platform such as NICE, Verint, Calabrio, Genesys.
2. 3+ years of experience in Design and implement AI chatbot/ Virtual assistant and define a comprehensive digital roadmap to integrate with cloud contact center platforms.
3. 3+ years of experience in aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard etc.
4. 3+ years of experience delivering CCaaS technologies which have integrated one or more of the functional capabilities listed below:
1. Customer Service Channels (B2C, B2B).
2. Cross-channel (Web, Mobile, Voice, Assistant) Service Experiences.
3. Service Delivery Technology Platforms (Service Center, CRM, Field Service).
4. Service Delivery enablement (field worker, 3rd party service management).
5. AI powered service operations.

Additional Skills Preferred:

1. Minimum 3 years of experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms.
2. 3+ years of experience implementing comprehensive service center & field service software suites such as Salesforce, Oracle, Microsoft Dynamics, IFS, Genesys, Nice, Sprinklr, Twilio.
3. Experience with Service channel experience design, implementation, and execution.
4. Experience in algorithmic decisioning or interactive management.
5. Experience with defining, designing, and implementing a development architecture leveraging CI/CD principles.
6. Strong understanding of PCI/PII security and data privacy requirements.
7. Strong knowledge of project management methodology including the ability to develop detailed work plans and specifications, identify and resolve issues, manage risk, and run team meetings.
8. Exceptionally strong leadership & communication skills to effectively manage client accounts and multidisciplinary teams.
9. Experience in a consulting environment with demonstrated record of continuing responsibilities, creativity, and innovation in a complex global scale program (e.g., multi-country, language, brand, etc.).
10. Experience working with clients in various industry verticals such as Healthcare, Insurance, SLED – State/Local/Education, Public Sector, Retail Services etc.

Travel: As required for client support.

Location: Primary residency within 90 minutes of an approved Accenture office.

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