CCaaS & AI Experience Lead

Accenture; Austin (TX); Hybrid; USD 120,000 - 200,000; Full time

Benefits offered by this job

Medical, dental, vision coverage

401(k) plan with match

Paid holidays and time off

Job summary

Accenture is seeking a CCaaS Lead to manage end-to-end contact center solutions for global clients, aligning delivery with business goals and industry best practices.

You will foster client relationships, coordinate cross-functional teams, and drive platform migrations with an agile approach. The role requires travel for client support and residency near an Accenture office in the US.

Qualifications

• 1+ years of experience in Conversational AI, CCaaS, and FDE.
• 3+ years of experience designing, architecting, and delivering cloud contact center solutions (NICE, TalkDesk, Calabrio, Genesys, Salesforce, IFS, Sprinklr, Twilio).
• 3+ years designing and implementing AI chatbot/virtual assistant and digital roadmaps for cloud CC platforms.
• 3+ years aligning technology with contact center metrics and agent scorecards.
• 3+ years delivering CCaaS with multi-channel capabilities (B2C/B2B, web, mobile, voice).
• Experience with Waterfall and Agile SDLC; strong leadership and client-management skills.

Responsibilities

• Lead end-to-end CCaaS implementations for large-scale client programs.
• Build and nurture senior-level client relationships and identify follow-on opportunities.
• Develop platform migration and global rollout strategies and execution.
• Collaborate with vendors to design and deliver service-focused solutions.
• Plan delivery with Agile practices, estimate scope, and manage budgets and risks.
• Lead on-site and offshore teams through project lifecycles.
• Translate business needs into epics and user stories for delivery.
• Guide experience-led teams in strategic vision and UI/UX direction.
• Engage stakeholders for business justification, funding, scope, and timelines.

Skills

Conversational AI

CCaaS

FDE

AI chatbot

Project mgmt

Leadership

Communication

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

Job description

Accenture is seeking a CCaaS Lead to manage end-to-end contact center solutions for global clients, aligning delivery with business goals and industry best practices.

You will foster client relationships, coordinate cross-functional teams, and drive platform migrations with an agile approach. The role requires travel for client support and residency near an Accenture office in the US.