CCaaS & Customer Experience Strategy Consultant

Accenture; Chicago (IL); On-site; USD 59,000 - 169,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Life coverage

Long‑term disability coverage

401(k) plan

Bonus opportunities

Paid holidays

Paid time off

Job summary

Accenture in the United States is seeking seasoned professionals to lead customer service transformations leveraging cloud services, AI, and modern platforms. You will guide strategic solutions, design roadmaps, and drive delivery across delivery teams with executive stakeholders.

Focused on optimizing customer interactions and back-office operations, you will collaborate with design and analytics teams while advancing GenAI initiatives and scalable service platforms.

Qualifications

• 3+ years consulting experience in customer service, customer support, contact center or digital customer fields, including solutioning and analytics.
• 3+ years working with Cloud (SaaS) solutions for service and integration into a client’s larger app ecosystem.
• 3+ years of experience with customer service platform technologies (Genesys, NICE, Salesforce, Microsoft Dynamics, Amazon Connect, Google CES).
• 1+ years of experience with Conversational AI platforms (ElevenLabs, Cognigy, Netomi, Sierra, etc.).
• 1+ years working with AI and front-end digital platforms.
• 3+ years across at least two areas of customer service transformation, experience design, processes, forecasting/workforce, or metrics.
• Bonus: hands-on AI/GenAI, benchmarking, and center start-up experience.

Responsibilities

• Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address needs and goals.
• Define business and implementation roadmaps, and execute delivery of solutions.
• Lead delivery teams to redesign organizations, processes, and technology for optimal customer service experiences.
• Collaborate with visual designers and analytics teams to generate insights and deliver customer-centric solutions.
• Advise clients on measuring and improving customer-centric metrics.
• Establish relationships with client stakeholders and build long-term partnerships.
• Work with technology ecosystem partners to design and implement service platforms.
• Mentor junior team members and develop your own expertise.
• Contribute to thought leadership to maintain Accenture’s position.

Skills

Customer service

Team leadership

Agile methodologies

GenAI knowledge

Conversational AI

AI platforms

Cloud SaaS

Customer experience design

Tools

Genesys

NICE

Salesforce

Microsoft Dynamics

Amazon Connect

Google CES

Job description

Accenture in the United States is seeking seasoned professionals to lead customer service transformations leveraging cloud services, AI, and modern platforms. You will guide strategic solutions, design roadmaps, and drive delivery across delivery teams with executive stakeholders.

Focused on optimizing customer interactions and back-office operations, you will collaborate with design and analytics teams while advancing GenAI initiatives and scalable service platforms.