CCaaS & AI Experience Lead

Accenture; Saint Petersburg (FL); On-site; USD 90,000 - 210,000; Full time

Job summary

Accenture is seeking an experienced CCaaS leader to drive end-to-end Contact Center as a Service implementations for global clients. You will lead cross-functional teams, manage scope, schedule, and budget, and ensure successful delivery.

You will provide strategic guidance on optimizing CCaaS platforms, build strong client relationships, and act as the primary point of contact to align initiatives with business goals and outcomes.

Qualifications

• 1+ years of experience in Conversational AI, CCaaS, and FDE skills.

Responsibilities

• Lead end-to-end delivery lifecycle for global CCaaS projects.
• Build senior-level relationships and identify follow-on opportunities.
• Plan migrations and global roll-out strategies.
• Collaborate with partners to design service-focused solutions.
• Estimate delivery work with Agile and manage risks.
• Lead onshore and offshore project teams through lifecycle.
• Translate business needs into epics and user stories.
• Foster experience-led teams for UI/UX vision.
• Engage stakeholders for funding, scope, and timelines.
• Contribute to evolving methodologies and tools.

Skills

Conversational AI

CCaaS

FDE (Forward Deployed Engineer)

Cloud contact center

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

CI/CD

Security (PCI/PII)

Project management

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

Job description

Accenture is seeking an experienced CCaaS leader to drive end-to-end Contact Center as a Service implementations for global clients. You will lead cross-functional teams, manage scope, schedule, and budget, and ensure successful delivery.

You will provide strategic guidance on optimizing CCaaS platforms, build strong client relationships, and act as the primary point of contact to align initiatives with business goals and outcomes.