CCaaS & AI Delivery Lead - Client Experience Architect

Accenture; Oklahoma City (OK); On-site; USD 110,000 - 190,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan

Paid holidays

Paid time off

Bonus opportunities

Job summary

Accenture is seeking a seasoned professional to lead end-to-end CCaaS implementations for global clients. You will steer delivery lifecycles, coordinate cross-functional teams, and ensure projects meet scope, time, and budget targets.

In this role, you will provide strategic guidance on optimizing CCaaS platforms, build strong client relationships, and drive rapid, experience-led solutions. Travel as required to support client deployments and office locations.

Qualifications

• 1+ years of experience in Conversational AI, CCaaS, and FDE skills.
• 3+ years in designing, architecting, and delivering cloud contact center and analytics platforms.
• 3+ years in AI chatbot/virtual assistant design and digital roadmaps.
• 3+ years aligning technology with contact center metrics and KPIs.
• 3+ years delivering CCaaS with multiple service channels and cross-channel experiences.
• Experience with service delivery platforms and enablement in large programs.

Responsibilities

• Lead end-to-end delivery lifecycle of complex, global CCaaS and service technology solutions.
• Develop senior stakeholder relationships and identify follow-on opportunities.
• Shape 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 methods, managing scope, budget, risk, and milestones.
• Lead on-shore and off-shore project teams through lifecycle.
• Capture business requirements, translate to epics and stories.
• Guide experience-led teams in strategic vision and UI/UX design.
• Engage client stakeholders for justification, funding, scope, and timelines.
• Contribute to development of solution offerings, methodologies, and tools.

Skills

Conversational AI

CCaaS

FDE

Cloud contact center

WFM analytics

AI chatbot / virtual assistant

Agile SDLC

PCI/PII security

Leadership

Project management

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

Job description

Accenture is seeking a seasoned professional to lead end-to-end CCaaS implementations for global clients. You will steer delivery lifecycles, coordinate cross-functional teams, and ensure projects meet scope, time, and budget targets.

In this role, you will provide strategic guidance on optimizing CCaaS platforms, build strong client relationships, and drive rapid, experience-led solutions. Travel as required to support client deployments and office locations.