Cloud Contact Center Leader — NICE CXOne Expert

Accenture PLC

Monterrey

Hybrid

MXN 1,000,000 - 2,000,000

Full time

14 days+

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Job summary

Accenture PLC is seeking a senior-level consultant/manager to join the Strategy & Consulting - Global Network in Mexico City or Monterrey. You will lead cloud contact center initiatives, design AI chatbot solutions, and drive digital roadmaps to transform customer care and operations.

Role requires advanced English, travel flexibility, and 5–10+ years of NICE CXOne experience, with a preference for MBA. You will work with global teams and influence client outcomes across industries.

Qualifications

Bachelor’s degree completed.
MBA from a tier 1 institute highly desirable.
Availability to travel may be required.
English Advanced.
+5 years experience for Consultant or +10 years of experience for Manager in NICE CXOne for Cloud Contact Center.
Experience in designing and implementing AI chatbot/ Virtual assistant and defining a comprehensive digital roadmap to integrate with cloud contact center platforms.
Experience in creating contact center of the future strategy and transformational roadmap.

Responsibilities

Participate in Cloud Contact Center implementation/optimization projects.
Adapts existing methods and procedures to create possible alternative solutions to moderately complex problems.
Understands the strategic direction set by senior management as it relates to team goals.
Uses considerable judgment to determine solution and seeks guidance on complex problems.
Primary upward interaction is with direct supervisor; may interact with peers and/or management levels at a client and/or within Accenture.
Determines methods and procedures on new assignments with guidance.
Decisions often impact the team in which they reside.
Manages small teams and/or work efforts (if in an IC role) at a client or within Accenture.