CCaaS & AI Experience Lead

Accenture

Culver City (CA)

On-site

USD 74,000 - 220,000

Full time

40 hours ago

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Benefits offered by this job

Medical, dental, vision benefits

401(k) plan with company match

Bonuses

Job summary

Accenture is seeking a seasoned CCaaS program leader to oversee end-to-end delivery of global contact center solutions. The role emphasizes client leadership, strategic guidance, and multi-team coordination to ensure on-time, on-budget implementations.

You will collaborate with cross-functional teams, manage agile delivery, and drive platform migration while maintaining strong client relationships and delivering value through service-focused innovations.

Qualifications

1+ years of experience in Conversational AI, CCaaS, and FDE skills.
3+ years of experience in designing, architecting, and delivering cloud contact center platforms and related analytics.
3+ years of experience in designing AI chatbot/virtual assistant solutions and digital roadmaps.
3+ years aligning technology with contact center benchmarks and metrics.

Responsibilities

Lead end-to-end delivery lifecycle of complex, global CCaaS and service tech solutions.
Develop relationships with senior management and identify follow-on project opportunities.
Contribute to platform migration and global rollout strategy and execution.
Collaborate with software partners to design and deliver service-focused solutions.
Plan and estimate delivery work with Agile, defining epics and user stories.
Manage on-site and offshore project teams across the lifecycle.
Define high-level requirements and translate into detailed epics and stories.
Guide experience-led teams in developing strategic vision and UI/UX design.
Engage client stakeholders for business justification, funding, and timelines.