CCaaS & AI Experience Lead

Accenture

Irving (TX)

On-site

USD 68,000 - 219,000

Full time

8 days ago

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Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) plan

Paid holidays

Job summary

Accenture is seeking a Senior CCaaS Program Lead to manage end-to-end implementations of complex, global contact center solutions. You will collaborate with cross-functional teams, guide strategic client engagements, and ensure delivery on time, within scope and budget.

Location: US-based with primary residency near an Accenture office. The role emphasizes client relationships, agile planning, and leveraging AI/CCaaS platforms to optimize customer experience across channels.

Qualifications

1+ years of experience in Conversational AI, CCaaS, and FDE (Forward Deployed Engineer) skills.
3+ years of experience in designing, architecting, and delivering cloud contact center platforms and analytics.
3+ years of experience in AI chatbot/virtual assistant design and digital roadmapping.

Responsibilities

Lead end-to-end delivery lifecycle of complex, global Service technology solutions for CCaaS and channel 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 and technology partners to design and deliver service-focused solutions.
Plan and estimate delivery work using Agile; manage scope, budget, risk and milestones.
Oversee on-shore and off-shore project teams throughout the lifecycle.
Glean high-level requirements, define detailed user stories, and align with business goals.
Lead experience-led teams in developing strategic vision and UI/UX design.