CCaaS & AI Experience Lead

Accenture PLC; Carmel (IN); On-site; USD 68,000 - 220,000; 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 Song is seeking a seasoned delivery lead for end-to-end CCaaS implementations. You will collaborate with cross-functional teams to align project goals with business objectives and deliver solutions that enhance customer experiences at scale.

You will provide strategic guidance, stay ahead of industry trends, and build strong client relationships throughout the project lifecycle, ensuring on-time, within-scope, and within-budget delivery.

Qualifications

• 1+ years of Conversational AI, CCaaS, and FDE experience.
• 3+ years designing and delivering cloud contact center platforms.
• 3+ years implementing AI chatbot/virtual assistants.
• 3+ years aligning tech with contact center benchmarks and metrics.
• 3+ years delivering CCaaS with multi-channel capabilities.

Responsibilities

• Lead end-to-end delivery lifecycle of CCaaS implementations for global clients.
• Develop strategic guidance to optimize CCaaS platforms and customer experience.
• Build and maintain client relationships as primary contact throughout delivery.
• Plan, estimate, and manage on-shore and off-shore delivery teams.
• Collaborate with partners to design and deliver service-focused solutions.

Skills

Conversational AI

CCaaS

FDE (Forward Deployed Engineer)

Cloud contact center design

Agile SDLC

Stakeholder management

Leadership

Job description

Accenture Song is seeking a seasoned delivery lead for end-to-end CCaaS implementations. You will collaborate with cross-functional teams to align project goals with business objectives and deliver solutions that enhance customer experiences at scale.

You will provide strategic guidance, stay ahead of industry trends, and build strong client relationships throughout the project lifecycle, ensuring on-time, within-scope, and within-budget delivery.