CCaaS & AI Solutions Delivery Lead

Accenture; Carmel (IN); On-site; USD 120,000 - 190,000; Full time

Job summary

Accenture is seeking a Senior CCaaS Program Lead to drive end-to-end contact center implementations for global clients. You will coordinate cross-functional teams, manage scope, budget, and timelines, and deliver strategic CX outcomes.

Your experience includes designing cloud-based CCaaS, WFM, and analytics platforms, plus delivering complex technology programs with Agile and Waterfall methodologies. Travel may be required.

Qualifications

• 1+ years of experience in Conversational AI, CCaaS, and FDE (Forward Deployed Engineer) 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.
• 3+ years of experience delivering CCaaS technologies which have integrated one or more of the functional capabilities listed below:
• Customer Service Channels (B2C, B2B)
• Cross-channel (Web, Mobile, Voice, Assistant) Service Experiences
• Service Delivery Technology Platforms (Service Center, CRM, Field Service)
• Service Delivery enablement (field worker, 3rd party service management)
• AI powered service operations
• Additional Skills Preferred:
• Experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms.
• Experience with Service channel experience design, implementation, and execution
• Experience in algorithmic decisioning or interactive management
• Experience with defining, designing, and implementing a development architecture leveraging CI/CD principles
• Strong understanding of PCI/PII security and data privacy requirements
• Strong knowledge of project management methodology including the ability to develop detailed work plans and specifications, identify and resolve issues, manage risk, and run team meetings
• Exceptionally strong leadership & communication skills to effectively manage client accounts and multidisciplinary teams
• Experience in a consulting environment with demonstrated record of continuing responsibilities, creativity, and innovation in a complex global scale program (e.g., multi-country, language, brand, etc.)

Responsibilities

• Lead the end-to-end delivery lifecycle of complex, global and large-scale Service technology solutions for customer channel solutions & CCaaS.
• Develops strong working relationships with the senior management team and identifies follow-on project opportunities
• Manages and contributes to development of the platform migration and global roll out strategy and execution
• Works with software and technology partners to design & deliver Service-focused solutions
• Plans and estimates delivery work with an Agile approach, focusing on project milestones, resource planning (both on-shore and off-shore), scope, budget, risk identification and mitigation planning
• Manages day to day on-shore and off-shore project teams during the project lifecycle
• Manages the project ideation, gathering the high-level business requirements, defining the detailed requirements and process into epics and stories
• Manages experience-led teams in developing strategic vision and creative UI/UX design
• Interacts with client stakeholders for business justification, funding, scope, and timeline
• Contributes to the ongoing development of solution/program offering approaches, methodologies, techniques, business development tools, and growing our resources
• Travel: As required for client support.
• Location: Primary residency within 90 minutes of an approved Accenture office

Skills

Conversational AI

CCaaS

FDE

Cloud contact center

WFM

Analytics platform

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

AI chatbot/Virtual assistant

CI/CD

PCI/PII security

Project management

Leadership & communication

Consulting

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

Job description

Accenture is seeking a Senior CCaaS Program Lead to drive end-to-end contact center implementations for global clients. You will coordinate cross-functional teams, manage scope, budget, and timelines, and deliver strategic CX outcomes.

Your experience includes designing cloud-based CCaaS, WFM, and analytics platforms, plus delivering complex technology programs with Agile and Waterfall methodologies. Travel may be required.