AI-Powered CCaaS Experience Lead

Accenture; Minneapolis (MN); On-site; USD 74,000 - 190,000; Full time

Job summary

Accenture is seeking a Lead for end‑to‑end CCaaS implementations, delivering complex, global service technology solutions for customer channels. You will align projects with business goals, manage cross‑functional teams, and ensure delivery within scope and budget while building strong client partnerships.

You will provide strategic guidance on optimizing CCaaS platforms, stay current with industry trends, and drive ongoing improvements across service delivery frameworks.

Qualifications

• 1+ year of experience in Conversational AI, CCaaS, and FDE.
• 3+ years of experience designing, architecting, and delivering cloud contact center, WFM and analytics platforms such as NICE, TalkDesk, Calabrio, Genesys, Salesforce, IFS, Genesys, Sprinklr, Twilio.

Responsibilities

• Lead end‑to‑end delivery lifecycle of complex global CCaaS solutions.
• Develop and maintain senior client relationships as primary contact.
• Plan milestones, resourcing, budget, risks, and scope across on‑shore/off‑shore teams.
• Collaborate with software partners to design and deliver service‑focused solutions.
• Guide project ideation and translate business requirements into epics and stories.
• Support UI/UX design and experience‑led teams with strategic vision.

Skills

Conversational AI

CCaaS

Cloud contact center

AI chatbot / virtual assistant

Agile SDLC

Project management

Stakeholder management

Cross-functional leadership

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

Twilio

Sprinklr

IFS

Job description

Accenture is seeking a Lead for end‑to‑end CCaaS implementations, delivering complex, global service technology solutions for customer channels. You will align projects with business goals, manage cross‑functional teams, and ensure delivery within scope and budget while building strong client partnerships.

You will provide strategic guidance on optimizing CCaaS platforms, stay current with industry trends, and drive ongoing improvements across service delivery frameworks.