CCaaS & AI Customer Experience Lead

FlagshipKansas; Overland Park, Northern (KS, KY); Hybrid; USD 100,000 - 180,000; Full time

Benefits offered by this job

Medical, dental, vision benefits

401(k) plan

Job summary

Accenture is seeking a seasoned professional to lead end-to-end CCaaS implementations from Overland Park, KS. You will guide cross-functional teams to align with client goals and deliver within time and budget, ensuring superior customer experience.

You will provide strategic insights to optimize CCaaS platforms, stay current with industry best practices, and build strong client relationships throughout the project lifecycle.

Qualifications

• 1+ years of Conversational AI, CCaaS, FDE skills.
• 3+ years designing cloud contact center, WFM and analytics platforms (NICE, TalkDesk, Calabrio, Genesys, Salesforce, IFS, Sprinklr, Twilio).
• 3+ years designing AI chatbot/virtual assistant and integrating with cloud contact centers.
• 3+ years aligning tech with contact center benchmarks and metrics.

Responsibilities

• Lead end-to-end CCaaS implementations, ensuring on-time, in-scope delivery.
• Provide strategic guidance to optimize CCaaS platforms for CX and efficiency.
• Foster and maintain client relationships as primary contact during implementation.
• Plan and estimate delivery work with Agile methods, managing on-/off-shore teams.

Skills

Conversational AI

CCaaS expertise

Cloud contact center

AI chatbot design

Agile PM

Client relationship

Stakeholder comms

Technical architecture

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

Job description

Accenture is seeking a seasoned professional to lead end-to-end CCaaS implementations from Overland Park, KS. You will guide cross-functional teams to align with client goals and deliver within time and budget, ensuring superior customer experience.

You will provide strategic insights to optimize CCaaS platforms, stay current with industry best practices, and build strong client relationships throughout the project lifecycle.