CCaaS Delivery Lead: Transformation & Delivery Expert

Accenture PLC; Washington (District of Columbia); Sur place; USD 150 000 - 210 000; Plein temps

Résumé du poste

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.

Responsabilités

• 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.

Connaissances

Cloud CCaaS strategy

Strategic planning

Project management

Stakeholder engagement

AI chatbot / virtual assistant

English proficiency

Leadership

Outils

Amazon Connect

NICE

Twilio

Salesforce

Oracle

Microsoft Dynamics

IFS

Genesys

Sprinklr

Description du poste

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.