AI-Powered CCaaS Experience Lead

Accenture; New York (NY); On-site; USD 68,000 - 219,000; Full time

Job summary

Accenture is seeking a senior leader to drive end-to-end CCaaS implementations for global clients. You will manage cross-functional teams, align with business objectives, and ensure on-time delivery within scope and budget.

You will provide strategic guidance on optimizing CCaaS platforms, build strong client relationships as the primary contact, and contribute to solution development and platform migration strategies.

Qualifications

• 1+ years of experience in Conversational AI, CCaaS, and FDE skills.
• 3+ years in designing, architecting, and delivering cloud contact center, WFM and analytics platforms (NICE, TalkDesk, Calabrio, Genesys, Salesforce, IFS, Sprinklr, Twilio).
• 3+ years in designing AI chatbot/virtual assistant and roadmap integration with cloud contact center platforms.
• 3+ years aligning technology with contact center benchmarks, quality metrics, agent scorecard, etc.
• 3+ years delivering CCaaS with multi-channel capabilities (B2C/B2B, cross-channel, service delivery platforms).

Responsibilities

• Lead end-to-end delivery lifecycle of complex CCaaS solutions for global clients.
• Develop relationships with senior management and identify follow-on opportunities.
• Define platform migration and global rollout strategy and execution.
• Collaborate with software partners to design and deliver service-focused solutions.
• Plan and estimate delivery work with Agile, manage milestones, scope, budget, risk.
• Manage day-to-day on-shore and offshore project teams.
• Capture business requirements and turn into epics and stories.
• Guide experience-led teams in strategic vision and UI/UX design.
• Engage client stakeholders for business justification, funding, scope and timelines.
• Contribute to development of methodologies, tools, and resources.

Skills

Conversational AI

CCaaS

FDE

Cloud CC + WFM analytics

AI chatbot

KPIs & metrics

CCaaS delivery

Cross-channel

Service platforms

Enablement

AI operations

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

Job description

Accenture is seeking a senior leader to drive end-to-end CCaaS implementations for global clients. You will manage cross-functional teams, align with business objectives, and ensure on-time delivery within scope and budget.

You will provide strategic guidance on optimizing CCaaS platforms, build strong client relationships as the primary contact, and contribute to solution development and platform migration strategies.