CCaaS & AI Experience Lead

Accenture; Kirkland (WA); On-site; USD 80,000 - 201,000; Full time

Benefits offered by this job

Health insurance

Job summary

Accenture in the United States seeks a seasoned leader to manage end-to-end CCaaS implementations, guiding cross-functional teams across locations to deliver complex, global service-technology solutions.

You will provide strategic guidance to optimize CCaaS platforms, strengthen client relationships, and ensure projects meet time, scope, and budget targets while aligning with business goals. Travel as needed, with residency near an Accenture office.

Qualifications

• 1+ years of Conversational AI, CCaaS, and FDE experience.
• 3+ years designing, architecting, and delivering cloud contact center platforms (NICE, TalkDesk, Calabrio, Genesys, Salesforce, IFS, Sprinklr, Twilio).
• 3+ years designing and implementing AI chatbot/virtual assistants integrated with CCaaS platforms.
• 3+ years aligning technology with contact center benchmarks, quality metrics, and agent scorecards.
• 3+ years delivering CCaaS technologies with multi-channel service delivery capabilities.
• Experience with Waterfall and Agile SDLC; strong leadership and client-facing consulting background.

Responsibilities

• Lead end-to-end delivery lifecycle of complex, global CCaaS implementations in a client-facing role.
• Develop and maintain relationships with senior client stakeholders; identify follow-on 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 using Agile, managing milestones, scope, budget, risk, and resources.
• Oversee on-site and off-shore project teams through lifecycle.
• Translate business requirements into epics and stories for the development team.
• Guide experience-led teams in shaping strategic product vision and UI/UX design.
• Engage clients in business justification, funding, scope, and timeline discussions.
• Contribute to ongoing development of solution offerings, methodologies, and tools.

Skills

Conversational AI

CCaaS

FDE (Forward Deployed Engineer)

Cloud contact center design

AI powered service operations

Project leadership

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

Job description

Accenture in the United States seeks a seasoned leader to manage end-to-end CCaaS implementations, guiding cross-functional teams across locations to deliver complex, global service-technology solutions.

You will provide strategic guidance to optimize CCaaS platforms, strengthen client relationships, and ensure projects meet time, scope, and budget targets while aligning with business goals. Travel as needed, with residency near an Accenture office.