CCaaS & AI Experience Lead

Accenture; Hartford (CT); On-site; USD 74,000 - 189,000; Full time

Job summary

Accenture Song seeks a senior delivery lead to own end-to-end CCaaS implementations for global clients, ensuring on-time, in-scope, and on-budget delivery. You will collaborate with cross-functional teams to align projects with business goals and devise strategic guidance to optimize CCaaS platforms for customer experience.

You will manage client relationships as the main contact, drive platform migration and global rollout strategies, coordinate on-shore and off-shore teams, and help design

Qualifications

• 1+ year in Conversational AI, CCaaS, and FDE skills.
• 3+ years designing, architecting, and delivering cloud contact center platforms (NICE, TalkDesk, Calabrio, Genesys, Salesforce, IFS, Sprinklr, Twilio).
• 3+ years designing AI chatbot/virtual assistant and integrating with cloud CC platforms.
• 3+ years aligning technology with contact center benchmarks and metrics.
• 3+ years delivering CCaaS with multiple service channels and experiences.

Responsibilities

• Lead end-to-end delivery lifecycle of complex CCaaS solutions for global clients.
• Develops relationships with senior management and identifies follow-on opportunities.
• Drive platform migration and global rollout strategy and execution.
• Collaborate with software partners to design and deliver service-focused solutions.
• Plan and estimate using Agile, manage milestones, resources, scope, and risk.

Skills

Conversational AI

CCaaS

FDE

Cloud contact center

AI chatbot

Agile methodologies

Project management

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

Job description

Accenture Song seeks a senior delivery lead to own end-to-end CCaaS implementations for global clients, ensuring on-time, in-scope, and on-budget delivery. You will collaborate with cross-functional teams to align projects with business goals and devise strategic guidance to optimize CCaaS platforms for customer experience.

You will manage client relationships as the main contact, drive platform migration and global rollout strategies, coordinate on-shore and off-shore teams, and help design