CCaaS & AI Experience Lead

Archer; Chicago (IL); On-site; USD 68,000 - 190,000; Full time

Job summary

Archer, in collaboration with Accenture, seeks a senior CCaaS program lead to manage end-to-end delivery of complex client projects across global teams.

You will guide project scope, milestones, and cross-functional design with a focus on customer experience, AI-based solutions, and scalable service platforms. This role emphasizes strong client-facing leadership and agile delivery to align technology with business goals.

Qualifications

• 1+ years of Conversational AI, CCaaS, and FDE skills.
• 3+ years designing, architecting, and delivering cloud contact center and analytics platforms.
• 3+ years aligning technology with contact center metrics and KPI frameworks.
• 3+ years delivering CCaaS tech with multi-channel capabilities.

Responsibilities

• Lead end-to-end delivery lifecycle of complex, global CCaaS implementations.
• Develop relationships with senior management and identify follow-on opportunities.
• Drive platform migration and global roll-out strategy and execution.
• Collaborate with software partners to design and deliver service-focused solutions.
• Plan with Agile scope, milestones, and resource/budget management.
• Manage on-shore and off-shore project teams and capture high-level requirements.

Skills

Conversational AI

CCaaS

FDE

Cloud contact center

Project management

Agile

Stakeholder management

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

Job description

Archer, in collaboration with Accenture, seeks a senior CCaaS program lead to manage end-to-end delivery of complex client projects across global teams.

You will guide project scope, milestones, and cross-functional design with a focus on customer experience, AI-based solutions, and scalable service platforms. This role emphasizes strong client-facing leadership and agile delivery to align technology with business goals.