Global CCaaS Delivery Lead | Transformation & Growth

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

Job summary

Accenture Song seeks a senior transformation leader to drive CCaaS delivery for large-scale customer contact platforms in North America. You will align technology with business goals, manage complex stakeholder networks, and guide agile delivery across global teams to deliver innovative CCaaS solutions.

You will collaborate with clients and internal teams, shaping strategic roadmaps and ensuring successful implementation, migration, and ongoing optimization of CCaaS offerings.

Qualifications

• 10+ years designing, architecting and delivering in Cloud CCaaS platforms like Amazon Connect and others.
• 7+ years in strategic planning, project management and stakeholder engagement.
• 8+ years aligning tech with contact center metrics and quality measures.
• 5+ years designing AI chatbots/virtual assistants and mapping to digital roadmaps.
• English required for cross-border collaboration within Canada, US, and beyond.

Responsibilities

• Lead end-to-end delivery lifecycle of CCaaS tech solutions for customer channels.
• Develop relationships with senior management and identify follow-on projects.
• Manage platform migration and global rollout strategy and execution.
• Collaborate with software partners to deliver CCaaS solutions focused on customer service.
• Plan and estimate delivery with Agile approach, managing milestones, resources, scope, budget and risk.
• Oversee on-shore and off-shore project teams throughout project lifecycle.
• Translate business requirements into epics and stories for delivery teams.
• Guide experience-led teams in strategic vision and UI/UX directions.
• Engage client stakeholders for justification, funding, scope and timeline.
• Contribute to evolving solution approaches, methodologies and tools.

Skills

Cloud CCaaS platforms

Stakeholder engagement

Project management

AI chatbot / virtual assistant

English proficiency

Agile & Waterfall

Leadership & communication

Consulting experience

Tools

Salesforce

Oracle

Microsoft Dynamics

IFS

Genesys

Nice

Sprinklr

Twilio

Job description

Accenture Song seeks a senior transformation leader to drive CCaaS delivery for large-scale customer contact platforms in North America. You will align technology with business goals, manage complex stakeholder networks, and guide agile delivery across global teams to deliver innovative CCaaS solutions.

You will collaborate with clients and internal teams, shaping strategic roadmaps and ensuring successful implementation, migration, and ongoing optimization of CCaaS offerings.