CCaaS & AI Experience Lead

Accenture; City of Albany (NY); On-site; USD 68,000 - 219,000; Full time

Job summary

Accenture Song is seeking a senior program manager to lead end-to-end CCaaS implementations for global clients. You will coordinate cross-functional teams, manage scope, budget, and timelines, and ensure delivery excellence in a fast-paced environment.

The role emphasizes strategic guidance, client relationship building, and collaboration with technology partners. Travel as required, with primary residency within 90 minutes of an Accenture office.

Qualifications

• 1+ years of Conversational AI, CCaaS, and FDE skills.
• 3+ years of designing, architecting, and delivering cloud contact center, WFM and analytics platforms (NICE, TalkDesk, Calabrio, Genesys, Salesforce, IFS, Sprinklr, Twilio).
• 3+ years of designing and implementing AI chatbot/virtual assistant and digital roadmaps to integrate with cloud contact center platforms.
• 3+ years of aligning technology with contact center benchmarks, quality metrics, and agent scorecards.
• 3+ years delivering CCaaS technologies with multi-channel service experiences.

Responsibilities

• Works in a highly client-facing role to lead end-to-end delivery of global Service technology solutions for CCaaS.
• Develops relationships with senior management and identifies follow-on opportunities.
• Manages platform migration and global rollout strategy and execution.
• Collaborates with software/technology partners to design and deliver service-focused solutions.
• Plans delivery work with Agile methods, including milestones, resourcing, scope, and risk.

Skills

Conversational AI/CCaaS/FDE

Cloud CCaaS design

AI chatbot development

CCaaS metrics & QA

Leadership & PM

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

Twilio

Job description

Accenture Song is seeking a senior program manager to lead end-to-end CCaaS implementations for global clients. You will coordinate cross-functional teams, manage scope, budget, and timelines, and ensure delivery excellence in a fast-paced environment.

The role emphasizes strategic guidance, client relationship building, and collaboration with technology partners. Travel as required, with primary residency within 90 minutes of an Accenture office.