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

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.

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.
2. Foster Client Relationships: Build and maintain strong relationships with clients, acting as the primary point of contact throughout the implementation process.
3. Manage the end-to-end delivery lifecycle of complex, global and large-scale Service technology solutions for customer channel solutions & CCaaS solutions.
4. Develop strong working relationships with the senior management team and identify follow-on project opportunities.
5. Manage and contribute to development of the platform migration and global roll out strategy and execution.
6. Work with software and technology partners to design & deliver Service-focused solutions.
7. Plan and estimate delivery work with an Agile approach, focusing on project milestones, resource planning, scope, budget, risk identification and mitigation planning.
8. Manage day-to-day on-shore and off-shore project teams during the project lifecycle.
9. Manage the project ideation, gathering high-level business requirements, and defining detailed requirements into epics and stories.
10. Manage experience-led teams in developing strategic vision and creative UI/UX design.
11. Interact with client stakeholders for business justification, funding, scope, and timeline.
12. Contribute to the ongoing development of solution/program offering approaches, methodologies, techniques, and business development tools.

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.
3. 3+ years of experience delivering CCaaS technologies integrated with functional capabilities such as Customer Service Channels, Cross-channel Service Experiences, and Service Delivery Technology Platforms.

Compensation at Accenture varies depending on a wide array of factors. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Maryland, New York or Washington.

What We Believe:

We have an unwavering commitment to diversity. Inclusion and diversity are fundamental to our culture and core values.

Equal Employment Opportunity Statement:

Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences.

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