CCaaS & AI Delivery Lead — Client-Focused Strategy

Accenture; Bentonville (AR); On-site; USD 120,000 - 210,000; Full time

Job summary

Accenture is seeking a lead for end-to-end CCaaS implementations, driving projects on time and within budget while collaborating with cross-functional teams to align goals with business objectives. You will provide strategic guidance to optimize CCaaS platforms, improve customer experience, and stay ahead of industry trends.

The role emphasizes client relationships, regular updates, and delivering solutions that meet client needs.

Qualifications

• 1+ years of experience in Conversational AI, CCaaS, and FDE (Forward Deployed Engineer) skills.
• 3+ years of experience in designing, architecting, and delivering cloud contact center, WFM and analytics platform such as NICE, TalkDesk, Calabrio, Genesys, Salesforce, IFS, Genesys, Sprinklr, Twilio etc.
• 3+ years of experience in Design and implement AI chatbot/ Virtual assistant and define a comprehensive digital roadmap to integrate 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 which have integrated one or more of the functional capabilities listed below:

Responsibilities

• Works in a highly client-facing role to lead the end-to-end delivery lifecycle of complex, global and large-scale Service technology solutions for customer channel solutions & CCaaS solutions
• Develops strong working relationships with the senior management team and identifies follow-on project opportunities
• Manages and contributes to development of the platform migration and global roll out strategy and execution
• Works with software and technology partners to design & deliver Service-focused solutions
• Plans and estimates delivery work with an Agile approach, focusing on project milestones, resource planning (both on-shore and off-shore), scope, budget, risk identification and mitigation planning
• Manages day to day on-shore and off-shore project teams during the project lifecycle
• Manages the project ideation, gathering the high-level business requirements, defining the detailed requirements and process into epics and stories
• Manages experience-led teams in developing strategic vision and creative UI/UX design
• Interacts with client stakeholders for business justification, funding, scope, and timeline
• Contributes to the ongoing development of solution/program offering approaches, methodologies, techniques, business development tools, and growing our resources

Skills

Conversational AI

CCaaS

FDE

Cloud contact center

AI chatbot

Agile

Stakeholder management

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

Job description

Accenture is seeking a lead for end-to-end CCaaS implementations, driving projects on time and within budget while collaborating with cross-functional teams to align goals with business objectives. You will provide strategic guidance to optimize CCaaS platforms, improve customer experience, and stay ahead of industry trends.

The role emphasizes client relationships, regular updates, and delivering solutions that meet client needs.