CCaaS & AI Experience Lead

Accenture

Cincinnati (OH)

On-site

USD 68,000 - 176,000

Full time

47 hours ago

Be an early applicant

Application generator

Don’t send a generic resume — generate a resume and cover letter tailored to this exact role.

Get past ATS filters

Job summary

Accenture Song seeks a senior Lead for end-to-end CCaaS implementations to guide complex, global service technology projects. You will coordinate cross-functional teams, align client objectives, and drive platform migration and rollout strategies across regions.

You will partner with software and tech vendors to craft service-focused solutions and deliver strategic insights to optimize CCaaS platforms for enhanced customer experience and operational efficiency.

Qualifications

1+ years of Conversational AI, CCaaS, and FDE experience.
3+ years designing, architecting, and delivering cloud contact center platforms.
3+ years designing AI chatbot/virtual assistant roadmaps for integration with CCaaS.
3+ years aligning tech with contact center benchmarks and metrics.
3+ years delivering CCaaS with multiple service channels.

Responsibilities

Lead end-to-end delivery lifecycle of complex, global Service tech solutions for CCaaS and customer channels.
Develop relationships with senior management and identify follow-on opportunities.
Contribute to platform migration and global rollout strategy and execution.
Collaborate with partners to design and deliver service-focused solutions.
Plan and estimate delivery work using Agile; manage scope, budget, risk, and milestones.
Lead on-site and off-shore project teams through the lifecycle.
Capture high-level business requirements and translate into epics and stories.
Lead experience-led teams in strategic vision and UI/UX approaches.
Engage client stakeholders for business justification, funding, scope, and timeline.
Contribute to evolution of solution offerings and methods.