CCaaS Delivery Lead

Accenture; Ottawa; On-site; CAD 132,000 - 278,000; Full time

Job summary

Accenture is seeking a seasoned leader to drive CCaaS transformation across our global client base. You will own end‑to‑end delivery of large-scale CCaaS solutions, coordinating across executive stakeholders and partners to ensure successful migration and scalable rollout.

The role requires extensive experience in cloud contact center platforms, strategic planning, and AI-driven roadmap development, with strong leadership and client‑facing skills.

Qualifications

• 10+ years designing, architecting and delivering Cloud CCaaS platforms (Amazon Connect, NICE, Twilio, etc.).
• 7+ years strategic planning, project management, stakeholder engagement, leadership and change management.
• 8+ years aligning technology with contact center benchmarks and metrics.
• 5+ years designing AI chatbot/virtual assistants and integrating into CCaaS roadmaps.
• English required for collaboration with stakeholders across Canada, US, and global teams.

Responsibilities

• Lead end-to-end delivery lifecycle of complex CCaaS technology solutions for client channels.
• Develop strong relationships with senior management and identify follow-on opportunities.
• Contribute to platform migration and global rollout strategy and execution.
• Collaborate with software partners to deliver CCaaS solutions focused on customer service.
• Plan and estimate delivery work with Agile methods and manage onshore/offshore teams.
• Define detailed requirements, epics and stories from high-level business needs.
• Lead experience-led teams in vision and UI/UX development.
• Interact with client stakeholders for funding, scope and timeline.
• Contribute to solution offerings, methodologies, and tools across the program.

Skills

Cloud CCaaS platforms

Strategic planning

Project management

Stakeholder engagement

Change management

AI chatbot/Virtual assistant

Digital roadmap

English proficiency

Tools

Amazon Connect

NICE

Twilio

Avaya

Cisco

Genesys

Salesforce

Oracle

Microsoft Dynamics

IFS

Sprinklr

Job description

We Are:

Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: Accenture Song

You Are:

Develop and deliver CCaaS transformation that aligns with the company’s vision and business goals. Lead strategic initiatives to enhance and expand our CCaaS offerings, driving innovation and differentiation in the marketplace. Communicate transformation goals, progress, and outcomes effectively to internal and external stakeholders. Market & Technology Insights: 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 our CCaaS solutions.

The Work:

• Works in a highly client-facing role to lead the end-to-end delivery lifecycle of complex and large-scale CCaaS technology solutions for customer channels
• Develops strong working relationships with the senior management team and identifies follow-on project opportunities
• Manages and contributes to development of the platform migration and global roll out strategy and execution
• Works with software and technology partners to design & deliver CCaaS solutions focused on customer service
• 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
• Manages day to day on-shore and off-shore project teams during the project lifecycle
• Manages the project ideation, gathering the high-level business requirements, defining the detailed requirements and process into epics and stories
• Manages experience-led teams in developing strategic vision and creative UI/UX design
• Interacts with client stakeholders for business justification, funding, scope, and timeline
• Contributes to the ongoing development of solution/program offering approaches, methodologies, techniques, business development tools, and growing our resources

Basic Qualifications:

• 10+ years of experience in designing, architecting and delivering in Cloud Contact Center platforms: Amazon Connect and any of NICE, Twilio, Avaya, Cisco, Genesys etc…
• 7+ years of experience in strategic planning, project management, stakeholder engagement, strategic leadership and change management
• 8+ years of experience in aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard etc.
• 5+ years of experience in Design and implement AI chatbot/ Virtual assistant and define a comprehensive digital roadmap to integrate with cloud contact center platforms
• English is required for this position as this role will regularly interact with stakeholders across Canada, US and other countries across our Global footprint where English is the common language. Due to the significant high volume of interactions with these English-speaking stakeholders, which is inherent to this position, it is not possible to reorganize the company's activities to avoid this requirement.

Good to have:

• 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 & 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 & communication skills to effectively manage client accounts and multidisciplinary teams
• 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.)
• Experience working with clients in various industry verticals such as Healthcare, Insurance, SLED – State/Local/Education, Public Sector, Retail Services etc.

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation, based on full-time employment, for roles that may be hired as set forth below.

The recruiting efforts for this position are intended to fill a brand new position.

The base pay range shown below is intended as a guideline to reflect the majority of offers for this role.

It does not represent a maximum limit — in some cases, actual compensation may exceed the range where appropriate.

Information on benefits is here:

Role Location Annual Salary Range

British Columbia/Ontario/New Brunswick $131,700 to $278,100

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