CCaaS & AI Solutions Lead — Client Delivery Excellence

Accenture; Chicago (IL); On-site; USD 113,000 - 189,000; Full time

Job summary

Accenture is seeking a seasoned delivery leader to guide end-to-end CCaaS implementations, ensuring projects are delivered on time, within scope, and within budget. You will provide strategic guidance to optimize CCaaS platforms, foster strong client relationships, and drive platform migration and global rollout strategy.

This client-facing role requires Agile planning, cross-functional collaboration with onshore and offshore teams, and travel as needed.

Qualifications

• 1+ years of experience in Conversational AI, CCaaS, and FDE (Forward Deployed Engineer) skills.
• 3+ years of designing, architecting, and delivering cloud contact center, WFM and analytics platforms such as NICE, TalkDesk, Calabrio, Genesys, Salesforce, IFS, Sprinklr, Twilio.
• 3+ years designing AI chatbot/ virtual assistant and defining a comprehensive digital roadmap to integrate with cloud contact center platforms.
• 3+ years aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard, etc.
• 3+ years delivering CCaaS technologies with multi-channel capabilities (Web, Mobile, Voice, AI-powered ops).

Responsibilities

• Lead end-to-end delivery lifecycle of CCaaS implementations, ensuring on-time, within-scope, and within-budget delivery.
• Develop platform migration and global rollout strategy and execution.
• Plan and estimate delivery work using Agile, managing milestones, resources (on/offshore), scope, budget, and risk.
• Engage with client stakeholders for business justification, funding, scope, and timeline.
• Contribute to development of solution offerings, methodologies, and tools for ongoing business development.

Skills

Conversational AI

CCaaS

FDE (Forward Deployed Engineer)

AI chatbot/virtual assistant design

Agile planning

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

Job description

Accenture is seeking a seasoned delivery leader to guide end-to-end CCaaS implementations, ensuring projects are delivered on time, within scope, and within budget. You will provide strategic guidance to optimize CCaaS platforms, foster strong client relationships, and drive platform migration and global rollout strategy.

This client-facing role requires Agile planning, cross-functional collaboration with onshore and offshore teams, and travel as needed.