CCaaS & AI Strategy & Delivery Leader

Accenture PLC; New York (NY); On-site; USD 68,000 - 219,000; Full time

Job summary

Accenture in the United States seeks a senior professional to lead end-to-end Contact Center as a Service (CCaaS) implementations for large-scale, global client programs. You will manage cross-functional teams and ensure projects are delivered on time, within scope, and budget.

You will provide strategic guidance on optimizing CCaaS platforms to improve customer experience, streamline operations, and meet business goals, while building strong client relationships and guiding project teams

Qualifications

• 1+ year of Conversational AI, CCaaS, and FDE experience.
• 3+ years designing and delivering cloud contact center solutions.
• Experience with analytics platforms and WFM.
• Strong leadership and client-facing skills.

Responsibilities

• Lead end-to-end CCaaS implementations for global clients.
• Collaborate with cross-functional teams to align goals with business objectives.
• Provide strategic guidance to optimize CCaaS platforms.
• Build and maintain strong client relationships and provide regular updates.
• Contribute to platform migration and global rollout strategies.

Skills

Conversational AI

CCaaS

FDE

Cloud contact center

WFM

Analytics platform

Leadership

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

Job description

Accenture in the United States seeks a senior professional to lead end-to-end Contact Center as a Service (CCaaS) implementations for large-scale, global client programs. You will manage cross-functional teams and ensure projects are delivered on time, within scope, and budget.

You will provide strategic guidance on optimizing CCaaS platforms to improve customer experience, streamline operations, and meet business goals, while building strong client relationships and guiding project teams