CCaaS & AI Solutions Lead

Accenture; Overland Park (KS); On-site; USD 120,000 - 210,000; Full time

Job summary

Accenture is seeking a leader to drive end-to-end CCaaS implementations for global clients. You will guide cross-functional teams, shape strategic roadmaps, and deliver service-focused solutions that optimize customer experience and operations.

Responsibilities include coordinating with senior stakeholders, aligning with business goals, and driving ongoing improvements across platforms and processes in a dynamic consulting environment.

Qualifications

• 1+ years in Conversational AI, CCaaS, and FDE skills.
• 3+ years in designing, architecting, delivering cloud contact center, WFM & analytics platforms (NICE, TalkDesk, Calabrio, Genesys, Salesforce, IFS, Sprinklr, Twilio).

Responsibilities

• Lead end-to-end CCaaS implementations for global, large-scale service tech solutions.
• Develop and maintain relationships with senior client stakeholders.
• Plan and execute platform migration and global rollout strategies.

Skills

Conversational AI

CCaaS

FDE

Cloud contact center

WFM

Analytics

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

AI chatbot

Digital roadmap

Quality metrics

Agent scorecard

Service delivery

PCI/PII security

CI/CD

Leadership

Tools

None

Job description

Accenture is seeking a leader to drive end-to-end CCaaS implementations for global clients. You will guide cross-functional teams, shape strategic roadmaps, and deliver service-focused solutions that optimize customer experience and operations.

Responsibilities include coordinating with senior stakeholders, aligning with business goals, and driving ongoing improvements across platforms and processes in a dynamic consulting environment.