CCaaS & AI Experience Lead — Global Delivery

Accenture PLC; Chicago (IL); On-site; USD 68,000 - 190,000; Full time

Benefits offered by this job

Bonus opportunities

Medical benefits

401(k) plan

Paid holidays

Job summary

Accenture is seeking a senior CCaaS program lead to manage end-to-end contact center implementations for clients worldwide. You will collaborate with cross-functional teams to deliver on time, within scope, and within budget, while guiding strategic advice to optimize CCaaS platforms and customer experience.

Based in or near Chicago, you will build strong client relationships, drive platform migration and global rollout strategies, and lead on-shore/off-shore delivery efforts with agile and

Qualifications

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

Responsibilities

• Lead and manage end-to-end CCaaS implementations for clients, ensuring on-time delivery within scope and budget.
• Provide strategic guidance to optimize CCaaS platforms and customer experience.
• Foster client relationships and act as primary contact during implementation.
• Develop platform migration and global rollout strategies with cross-functional teams.
• Plan and estimate delivery work using Agile with on-shore/off-shore resources.

Skills

Conversational AI

CCaaS

Cloud platforms

Project management

Agile/Waterfall

Tools

NICE

TalkDesk

Genesys

Salesforce

Calabrio

Sprinklr

Twilio

Job description

Accenture is seeking a senior CCaaS program lead to manage end-to-end contact center implementations for clients worldwide. You will collaborate with cross-functional teams to deliver on time, within scope, and within budget, while guiding strategic advice to optimize CCaaS platforms and customer experience.

Based in or near Chicago, you will build strong client relationships, drive platform migration and global rollout strategies, and lead on-shore/off-shore delivery efforts with agile and