CCaaS & AI Experience Lead

Accenture; Nashville (TN); On-site; USD 110,000 - 190,000; Full time

Job summary

Accenture is seeking a senior leader to spearhead end-to-end CCaaS implementations for global clients, ensuring projects are delivered on time, within scope and budget. You will collaborate with cross-functional teams to align project goals with business objectives.

You will provide strategic guidance on optimizing CCaaS platforms to enhance customer experience, streamline operations, and achieve business goals, while staying current with industry trends and best practices.

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 platforms such as NICE, TalkDesk, Calabrio, Genesys, Salesforce, IFS, Sprinklr, Twilio.
• 3+ years of experience in designing AI chatbot/virtual assistant and integrating with cloud contact center platforms.
• 3+ years of experience aligning technology with contact center KPIs and service metrics.

Responsibilities

• Lead and manage end-to-end CCaaS implementations for global clients.
• Collaborate with cross-functional teams to align project goals with business objectives.
• Provide strategic guidance on optimizing CCaaS platforms to enhance customer experience and efficiency.
• Develop migrations and global rollout strategies for platform deployment.
• Manage onshore and offshore project teams and plan resources, scope, and budgets.

Skills

Conversational AI

CCaaS

FDE

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

Job description

Accenture is seeking a senior leader to spearhead end-to-end CCaaS implementations for global clients, ensuring projects are delivered on time, within scope and budget. You will collaborate with cross-functional teams to align project goals with business objectives.

You will provide strategic guidance on optimizing CCaaS platforms to enhance customer experience, streamline operations, and achieve business goals, while staying current with industry trends and best practices.