CCaaS & AI Lead for Customer Experience

Accenture; San Francisco (CA); On-site; USD 74,000 - 219,000; Full time

Benefits offered by this job

Medical, Dental, Vision

Life Insurance

Long-term Disability

401(k) plan

Bonus opportunities

Paid holidays

Paid time off

Job summary

Accenture’s experience-led group seeks a seasoned professional to lead end-to-end CCaaS implementations for large, global clients. You will partner with senior stakeholders, oversee cross-functional teams, and deliver service-focused solutions across multi-channel contact centers.

You will guide platform migrations, coordinate offshore/onshore resources, and apply agile principles to ensure on-time, in-scope results while advancing the consulting practice and client outcomes.

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 platform such as NICE, TalkDesk, Calabrio, Genesys, Salesforce, IFS, Genesys, Sprinklr, Twilio etc.
• 3+ years of experience in Design and implement AI chatbot/ Virtual assistant and define a comprehensive digital roadmap to integrate with cloud contact center platforms
• 3+ years of experience in aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard etc.

Responsibilities

• Lead the end-to-end delivery lifecycle of complex, global CCaaS solutions.
• Develop strategic relationships and identify follow-on project opportunities.
• Contribute to platform migration and global rollout strategy and execution.
• Collaborate with software and technology partners to design and deliver service-focused solutions.
• Plan and estimate delivery work with an Agile approach, managing scope, budgets, and risks.
• Manage on-shore and off-shore project teams through the lifecycle.
• Translate business requirements into epics and stories for delivery.
• Guide experience-led teams in strategic vision and UI/UX design.
• Engage client stakeholders for justification, funding, scope, and timelines.
• Contribute to development of methodologies and tools for offerings.

Skills

Conversational AI

CCaaS

FDE

Cloud contact center

WFM

Analytics

NICE

TalkDesk

Calabrio

Genesys

Salesforce

Twilio

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

Job description

Accenture’s experience-led group seeks a seasoned professional to lead end-to-end CCaaS implementations for large, global clients. You will partner with senior stakeholders, oversee cross-functional teams, and deliver service-focused solutions across multi-channel contact centers.

You will guide platform migrations, coordinate offshore/onshore resources, and apply agile principles to ensure on-time, in-scope results while advancing the consulting practice and client outcomes.