CCaaS & AI Experience Delivery Lead

Accenture; Redmond (WA); On-site; USD 80,000 - 201,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

Long-term disability

401(k) plan

Bonus opportunities

Paid holidays

Paid time off

Job summary

Accenture is seeking a seasoned CCaaS program leader to guide end-to-end delivery of complex, global service technology solutions. You will work with cross-functional teams to ensure on-time, on-scope, and on-budget implementations that optimize customer experience across channels.

You will provide strategic guidance, build strong client relationships, and drive platform improvements using best practices. Travel as required; residency near an Accenture office is expected.

Qualifications

• 1+ years of Conversational AI, CCaaS, and FDE experience.
• 3+ years designing cloud contact center architectures and analytics platforms.
• 3+ years delivering CCaaS technologies with integrated multi-channel capabilities.
• Experience aligning technology with contact center benchmarks and agent metrics.
• Experience with agile and waterfall SDLC approaches; strong leadership.

Responsibilities

• Lead end-to-end delivery of global CCaaS and service technology projects.
• Develop relationships with senior client stakeholders and identify follow-on work.
• Contribute to platform migration and global rollout strategy and execution.
• Collaborate with software partners to design and deliver service-focused solutions.
• Plan with Agile methods, manage resources, scope, budget, and risks.

Skills

Conversational AI

CCaaS

FDE

Cloud contact center

NICE

TalkDesk

Calabrio

Genesys

Salesforce

AI chatbot

CI/CD

PCI/PII security

Project management

Leadership

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

Job description

Accenture is seeking a seasoned CCaaS program leader to guide end-to-end delivery of complex, global service technology solutions. You will work with cross-functional teams to ensure on-time, on-scope, and on-budget implementations that optimize customer experience across channels.

You will provide strategic guidance, build strong client relationships, and drive platform improvements using best practices. Travel as required; residency near an Accenture office is expected.