CCaaS & AI Experience Lead

Accenture; Miami (FL); Hybrid; USD 130,000 - 210,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

401(k) plan

Bonus opportunities

Paid holidays

Paid time off

Job summary

Accenture Song is seeking a leader to drive end-to-end CCaaS implementations for global clients, delivering on time and within scope. You will collaborate with cross-functional teams, provide strategic guidance on optimizing CCaaS platforms, and maintain strong client relationships throughout the project lifecycle.

Role requires 3+ years in CCaaS, AI chatbot experience, and ability to manage onshore/offshore teams while aligning technology with business goals.

Qualifications

• Experience in Conversational AI and CCaaS platforms.
• Design and deliver cloud contact center architectures.
• Ability to align tech with contact center metrics.
• Experience with multi-channel service experiences.
• Familiar with CI/CD and dev architecture patterns.

Responsibilities

• Lead end-to-end CCaaS implementations for global clients.
• Manage cross-functional teams and client relationships.
• Plan delivery milestones, budgets, risks and resources.
• Design and deliver service-focused solutions with partners.
• Guide solution offerings and contribute to business development.

Skills

Conversational AI

CCaaS

FDE

Cloud contact center

Agile SDLC

UI/UX design

Project leadership

Stakeholder mgmt

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

Job description

Accenture Song is seeking a leader to drive end-to-end CCaaS implementations for global clients, delivering on time and within scope. You will collaborate with cross-functional teams, provide strategic guidance on optimizing CCaaS platforms, and maintain strong client relationships throughout the project lifecycle.

Role requires 3+ years in CCaaS, AI chatbot experience, and ability to manage onshore/offshore teams while aligning technology with business goals.