CCaaS & AI Experience Lead

Accenture; Morristown (NJ); Hybrid; USD 79,000 - 220,000; Full time

Job summary

Accenture Morristown, NJ seeks an experienced leader to drive end-to-end CCaaS implementations for global clients. You will collaborate with cross-functional teams to deliver on time, within scope and budget, while aligning with business goals and customer experience improvements.

You will provide strategic guidance on optimizing CCaaS platforms, build strong client relationships, and help grow the practice by identifying follow-on opportunities across industries.

Qualifications

• 1+ years of experience in Conversational AI, CCaaS, and FDE skills.
• 3+ years of experience in designing, architecting, and delivering cloud contact center, WFM and analytics platform such as NICE, TalkDesk, Calabrio, Genesys, Salesforce, IFS, Sprinklr, Twilio etc.
• 3+ years of experience in Design and implement AI chatbot/ Virtual assistant and define a comprehensive digital roadmap to integrate with cloud contact center platforms
• 3+ years of experience in aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard etc.
• 3+ years of experience delivering CCaaS technologies which have integrated one or more of the functional capabilities listed below:

Responsibilities

• Lead end-to-end delivery lifecycle of complex, global and large-scale Service technology solutions for CCaaS.
• Develops strong working relationships with the senior management team and identifies follow-on project opportunities.
• Manages and contributes to platform migration and global rollout strategy and execution.
• Works with software and technology partners to design & deliver service-focused solutions.
• Plans and estimates delivery work with an Agile approach, focusing on milestones, resource planning, scope, budget, risk.
• Manages day to day on-shore and off-shore project teams during the project lifecycle.
• Translates business requirements into epics and stories; manages ideation and requirements.
• Leads experience-led teams in developing strategic vision and UI/UX design.
• Interacts with client stakeholders for business justification, funding, scope, and timeline.
• Contributes to development of solution/program offering approaches and tools.

Skills

Conversational AI

CCaaS

FDE

Cloud contact center

WFM

Analytics platforms

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

AI chatbot

Virtual assistant

Digital roadmap

Contact center benchmarks

Quality metrics

Agent scorecard

CCaaS integration

Cross-channel

Service delivery platforms

Service delivery enablement

AI powered service operations

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

Job description

Accenture Morristown, NJ seeks an experienced leader to drive end-to-end CCaaS implementations for global clients. You will collaborate with cross-functional teams to deliver on time, within scope and budget, while aligning with business goals and customer experience improvements.

You will provide strategic guidance on optimizing CCaaS platforms, build strong client relationships, and help grow the practice by identifying follow-on opportunities across industries.