CCaaS Delivery Lead - Transform & Accelerate CX

Accenture; Montreal (administrative region); On-site; CAD 132,000 - 278,000; Full time

Job summary

Accenture Song seeks a senior CCaaS transformation leader to align technology with business goals and drive multi-country delivery across Canada, the US, and beyond. You will guide end-to-end CCaaS projects, manage senior stakeholders, and collaborate with partners to advance innovative customer-service solutions.

You will design AI chatbot strategies, oversee migrations, and ensure milestones, risks, and budgets are effectively managed in a fast-paced, global setting.

Qualifications

• 10+ years designing and delivering Cloud Contact Center platforms
• 7+ years in strategic planning, project management, stakeholder engagement
• 8+ years aligning tech with contact center benchmarks and metrics
• 5+ years designing AI chatbot/virtual assistant and digital roadmaps
• English is required for inter-country collaboration across our Global footprint

Responsibilities

• Lead end-to-end delivery lifecycle of CCaaS technology solutions for customer channels
• Develop relationships with senior management and identify follow-on opportunities
• Manage platform migration and global rollout strategy and execution
• Collaborate with software partners to deliver CCaaS-focused customer service solutions
• Plan and estimate delivery work with Agile approach, manage scope, budget, and risks
• Oversee on-shore and off-shore project teams through lifecycle
• Capture business requirements and translate into epics and stories
• Guide experience-led teams in vision and UI/UX design
• Interact with client stakeholders on justification, funding, scope, and timelines
• Contribute to solution/program offerings and growth tools

Skills

CCaaS platforms

Strategic planning

Stakeholder engagement

AI chatbot/virtual assistant

English communication

Tools

Amazon Connect

NICE

Twilio

Genesys

Cisco

Job description

Accenture Song seeks a senior CCaaS transformation leader to align technology with business goals and drive multi-country delivery across Canada, the US, and beyond. You will guide end-to-end CCaaS projects, manage senior stakeholders, and collaborate with partners to advance innovative customer-service solutions.

You will design AI chatbot strategies, oversee migrations, and ensure milestones, risks, and budgets are effectively managed in a fast-paced, global setting.