CCaaS & AI Experience Lead - Global Delivery

Accenture; Atlanta (GA); On-site; USD 90,000 - 180,000; Full time

Job summary

Accenture seeks a hands-on leader to manage end-to-end CCaaS implementations for global clients from our Atlanta-area office. Lead cross-functional teams and ensure on-time, on-budget delivery while building strong client relationships.

The role requires deep CCaaS, AI chatbot, and cloud contact center experience, with a track record delivering large-scale, multi-country programs. Travel as needed; residency within 90 minutes of an Accenture office.

Qualifications

• 1+ years of experience in Conversational AI, CCaaS, and FDE skills.
• 3+ years designing, architecting, and delivering cloud contact center platforms.
• 3+ years aligning technology with contact center benchmarks and metrics.

Responsibilities

• Lead end-to-end CCaaS implementations for global, large-scale service tech solutions.
• Develop client relationships and identify follow-on project opportunities.
• Plan and manage delivery with Agile methods, including milestones, scope, and risk.
• Coordinate on-shore/off-shore project teams and stakeholder communications.
• Contribute to solution architecture and ongoing service offering improvements.

Skills

Conversational AI

CCaaS

FDE (Forward Deployed Engineer)

Cloud contact center

WFM

Analytics platform

NICE

TalkDesk

Calabrio

Genesys

Salesforce

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

Job description

Accenture seeks a hands-on leader to manage end-to-end CCaaS implementations for global clients from our Atlanta-area office. Lead cross-functional teams and ensure on-time, on-budget delivery while building strong client relationships.

The role requires deep CCaaS, AI chatbot, and cloud contact center experience, with a track record delivering large-scale, multi-country programs. Travel as needed; residency within 90 minutes of an Accenture office.