Cloud Service Channel Manager (CCaaS)

Cloud Service Channel Manager ( CCaaS)

Location: London, Manchester, Leeds, Newcastle, Birmingham, Bristol, Edinburgh, Glasgow

Travel: up to 80%

Salary: Competitive (depending on experience)

Accelerate your career in a dynamic and innovative digital marketing agency that’s redefining how organizations in Customer Tech connect with stakeholders and deliver value. Join Accenture Song, a fast-growing division dedicated to crafting transformative digital experiences at scale. As part of Customer Tech, you’ll support a portfolio spanning health services, government agencies, education, and public sector institutions. Help leading organizations thrive by combining creativity, data-driven insights, and cutting-edge technology.

As a team:

You'll learn, grow and advance in an innovative culture that thrives on shared success, diverse ways of thinking and enables boundaryless opportunities that can drive your career in new and exciting ways. If you’re looking for a challenging career working in a vibrant environment with access to training and a global network of experts, this could be the role for you.

In our team you will learn:

1. How to provide solutions to real-world problems across a variety of industries.
2. How to help transform leading organisations and communities around the world.
3. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance.
4. How best to develop your skills and hone your talents within an innovative technology environment.

As a Cloud Contact Centre Manager, you will:

1. Design and implement contact centre solutions for Sprinklr, Amazon Connect, Genesys Cloud CX, and Microsoft Dynamics 365 Contact Centre.
2. Integrate CRM systems, ticketing platforms, and third-party analytics tools to CCaaS solutions.
3. Leverage AI-driven capabilities, including OpenAI, Co-Pilot, and Amazon Connect Contact Lens, to support features such as sentiment analysis, predictive analytics, and omnichannel support.
4. Work on API integrations to CCaaS and Hyperscaler platforms ensuring seamless enterprise-wide solutions.
5. Collaborate with clients to translate business requirements into scalable technical designs.
6. Conduct workshops showcasing ability to enhance customer experience and operational efficiency.
7. Guide clients in cloud migration strategies, showcasing platforms including Sprinklr, Amazon Connect, Genesys Cloud CX or Microsoft Dynamics 365 Contact Centre as robust CCaaS solutions.
8. Develop business cases for transformation projects, highlighting the strategic value of Cloud and CCaaS.
9. Employ prompt engineering techniques to optimise AI-driven tools like OpenAI, Dialogflow, and IBM Watson Assistant.
10. Continuously refine prompt designs, aligning with business and user needs.

Qualifications

We are looking for experience in the following skills:

1. Hands-on experience with either: Sprinklr CCaaS, Amazon Connect, Genesys Cloud CX or Microsoft Dynamics 365 Contact Centre particularly in customer service implementation.
2. Proven ability to architect cloud-based contact centre solutions, supporting multiple communication channels.
3. Expertise in prompt engineering to enhance conversational AI models.
4. Experience in agile environments using frameworks such as Scrum, Kanban, or SAFe.
5. Strong analytical skills for translating technical requirements into innovative solutions.
6. Experience with RFPs, crafting technical designs, and presenting to stakeholders.

Set yourself apart:

1. Certifications or equivalent training in either Sprinklr, Amazon Connect, Genesys Cloud CX or Microsoft Dynamics 365 Contact Centre.
2. Proficiency in generative AI tools such as OpenAI GPT, Google Gemini, and Amazon Bedrock.
3. Strong grasp of customer journey analytics and contact centre optimisation strategies.
4. Experience integrating CCaaS platforms with enterprise systems like CRM or ERP.
5. Demonstrated ability to assess the impact of transformations on operating models.
6. Track record of building and sustaining strong client relationships.

What’s in it for you:

At Accenture in addition to a competitive basic salary, you will also have an extensive benefits package which includes 30 days’ vacation per year, private medical insurance and 3 extra days leave per year for charitable work of your choice!

Flexibility and mobility are required to deliver this role as there will be requirements to spend time onsite with our clients and partners to enable delivery of the first-class services we are known for.

About Accenture:

Accenture is a leading global professional services company, providing a broad range of services in strategy and consulting, interactive, technology and operations, with digital capabilities across all of these services. We combine unmatched experience and specialized capabilities across more than 40 industries — powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. With 509,000 people serving clients in more than 120 countries, Accenture brings continuous innovation to help clients improve their performance and create lasting value across their enterprises. Visit us at www.accenture.com