CCaaS Delivery Lead

Accenture PLC; Washington (District of Columbia); On-site; USD 150,000 - 210,000; Full time

Job summary

Accenture is seeking an CCaaS Delivery Lead to drive end-to-end transformation projects for customer contact centers. You will lead complex, large-scale CCaaS implementations, coordinating with clients and partners to deliver on time and per budget.

You will work with senior stakeholders across North America to align transformation goals with business strategy and technology capabilities, guiding teams through agile delivery and strategic roadmaps.

Qualifications

• 10+ years designing, architecting, delivering Cloud CCaaS platforms.
• 7+ years in strategic planning, project management, stakeholder engagement, leadership.
• 8+ years aligning tech with contact center benchmarks, metrics and scorecards.
• 5+ years building AI chatbots/virtual assistants and digital roadmaps.
• English required for global stakeholder interactions across North America and beyond.

Responsibilities

• Lead end-to-end delivery of large-scale CCaaS solutions for customer channels.
• Build strong relationships with senior management and identify follow-on opportunities.
• Direct platform migration and global rollout strategy and execution.
• Collaborate with software partners to design CCaaS solutions focused on customer service.
• Plan and estimate delivery work with Agile methods, manage on-/off-shore teams and budgets.
• Define high-level requirements into epics and stories; drive product strategy.
• Guide experience-led teams to develop strategic vision and UI/UX design.
• Engage client stakeholders on justification, funding, scope, and timeline.
• Contribute to solution offerings, methodologies, and growth tools.

Skills

Cloud CCaaS strategy

Strategic planning

Project management

Stakeholder engagement

AI chatbot / virtual assistant

English proficiency

Leadership

Tools

Amazon Connect

NICE

Twilio

Salesforce

Oracle

Microsoft Dynamics

IFS

Genesys

Sprinklr

Job description

English-1st. Relocation-friendly. Curated daily by Imagine.

43,128 Jobs at 98 Companies

CCaaS Delivery Lead

Accenture

CCaaS Delivery Lead

Delivery Lead Senior Manager | Senior Level | Full time

Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: Accenture Song

You Are:

Develop and deliver CCaaS transformation that aligns with the company’s vision and business goals. Lead strategic initiatives to enhance and expand our CCaaS offerings, driving innovation and differentiation in the marketplace. Communicate transformation goals, progress, and outcomes effectively to internal and external stakeholders. Market & Technology Insights: Stay abreast of industry trends, emerging technologies, and competitive dynamics to inform transformation strategies. Identify and leverage new opportunities to drive growth and enhance the value proposition of our CCaaS solutions.

The Work:

• Works in a highly client-facing role to lead the end-to-end delivery lifecycle of complex and large-scale CCaaS technology solutions for customer channels
• 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 CCaaS solutions focused on customer service
• 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

Basic Qualifications:

• 10+ years of experience in designing, architecting and delivering in Cloud Contact Center platforms: Amazon Connect and any of NICE, Twilio, Avaya, Cisco, Genesys etc…
• 7+ years of experience in strategic planning, project management, stakeholder engagement, strategic leadership and change management
• 8+ years of experience in aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard etc.
• 5+ years of experience in Design and implement AI chatbot/ Virtual assistant and define a comprehensive digital roadmap to integrate with cloud contact center platforms
• English is required for this position as this role will regularly interact with stakeholders across Canada, US and other countries across our Global footprint where English is the common language. Due to the significant high volume of interactions with these English-speaking stakeholders, which is inherent to this position, it is not possible to reorganize the company's activities to avoid this requirement.

Good to have:

• Minimum 10 years of experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms.
• 5+ years of experience implementing comprehensive end-to-end service center & field service software suites such as Salesforce, Oracle, Microsoft Dynamics, IFS, Genesys, Nice, Sprinklr, Twilio
• Experience in algorithmic decisioning or interactive management
• Strong understanding of PCI/PII security and data privacy requirements
• 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.)
• Experience working with clients in various industry verticals such as Healthcare, Insurance, SLED – State/Local/Education, Public Sector, Retail Services etc.

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation, based on full-time employment, for roles that may be hired as set forth below.
The base pay range shown below is intended as a guideline to reflect the majority of offers for this role.
It does not represent a maximum limit — in some cases, actual compensation may exceed the range where appropriate.

Equal Employment Opportunity Statement

All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.

Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.

We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.

At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.

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