CCaaS & AI Customer Experience Lead

Accenture; Pittsburgh (Allegheny County); On-site; USD 110,000 - 210,000; Full time

Job summary

Accenture is seeking a senior professional to lead end-to-end CCaaS implementations, driving on-time delivery and alignment with business goals. You will collaborate with cross-functional teams, advise clients on optimizing CCaaS platforms, and manage ongoing relationships to ensure satisfaction.

The role requires strong leadership, agile execution, and experience with large-scale contact center solutions, data-driven improvements, and digital roadmaps.

Qualifications

• 1+ years of experience in Conversational AI, CCaaS, and FDE skills.
• 3+ years of experience in designing, architecting, and delivering cloud contact center, WFM and analytics platforms such as NICE, TalkDesk, Calabrio, Genesys, Salesforce, IFS, Sprinklr, Twilio.
• 3+ years of experience in designing AI chatbot/virtual assistant and integrating with cloud contact center platforms
• 3+ years of experience in aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard etc.
• 3+ years of experience delivering CCaaS technologies with integrated capabilities: Customer Service Channels; Cross-channel; Service Delivery Platforms; AI-powered service operations

Responsibilities

• Lead end-to-end delivery lifecycle of complex, global and large-scale CCaaS solutions.
• Develops strong relationships with senior management and identifies follow-on project opportunities.
• Manages platform migration and global rollout strategy and execution.
• Collaborates with software/technology partners to design and deliver service-focused solutions.
• Plans and estimates delivery with Agile approach, managing milestones, resources, scope, budget, and risk.
• Oversees day-to-day on-site and offshore project teams throughout the lifecycle.
• Translates high-level business requirements into epics and stories.
• Leads experience-led teams in developing strategic vision and UI/UX design.
• Interacts with client stakeholders for business justification, funding, scope, and timeline.
• Contributes to development of solution/program offering approaches and tools.

Skills

CCaaS delivery

Conversational AI

FDE

Cloud contact center platforms

AI chatbot development

Service channel design

Agile/Waterfall SDLC

Project leadership

Client relationship management

Job description

Accenture is seeking a senior professional to lead end-to-end CCaaS implementations, driving on-time delivery and alignment with business goals. You will collaborate with cross-functional teams, advise clients on optimizing CCaaS platforms, and manage ongoing relationships to ensure satisfaction.

The role requires strong leadership, agile execution, and experience with large-scale contact center solutions, data-driven improvements, and digital roadmaps.