CCaaS & AI Experience Lead | Strategic Client Delivery

Accenture; Seattle (WA); On-site; USD 80,000 - 201,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

Life insurance

401(k) plan

Bonuses

Paid holidays

Paid time off

Job summary

Accenture seeks a skilled Lead for end-to-end Contact Center as a Service (CCaaS) implementations, ensuring on-time delivery within scope and budget. You will collaborate across teams to align goals with business objectives and provide strategic guidance to optimize CCaaS platforms for enhanced customer experience and efficiency.

You will build lasting client relationships, act as primary contact, and drive solution delivery that meets unique needs while staying current with industry trends and

Qualifications

• 3+ years designing, architecting, and delivering cloud contact center platforms.
• 3+ years designing AI chatbot/virtual assistants and digital roadmaps integration.
• 3+ years aligning technology with contact center metrics and agent scorecards.
• Experience delivering CCaaS technologies with multi-channel capabilities (web, mobile, voice, assistant).

Responsibilities

• Lead end-to-end CCaaS implementations for global, large-scale service tech solutions.
• Develop relationships with senior management and identify follow-on opportunities.
• Contribute to platform migration and global rollout strategy and execution.
• Collaborate with software partners to design and deliver service-focused solutions.
• Plan and estimate delivery work with Agile approach, manage onshore/offshore teams, scope, budget, risk.
• Guide day-to-day project execution and ensure alignment with business goals.
• Lead ideation through epics and user stories, shaping project scope.
• Oversee experience-led teams for strategic Vision and UI/UX design.
• Engage client stakeholders for business justification, funding, scope, timeline.
• Contribute to development of offering approaches, methodologies, and tools.

Skills

Client-facing

Leadership

Agile & Waterfall

Communication

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

Job description

Accenture seeks a skilled Lead for end-to-end Contact Center as a Service (CCaaS) implementations, ensuring on-time delivery within scope and budget. You will collaborate across teams to align goals with business objectives and provide strategic guidance to optimize CCaaS platforms for enhanced customer experience and efficiency.

You will build lasting client relationships, act as primary contact, and drive solution delivery that meets unique needs while staying current with industry trends and