CCaaS Experience & Transformation Consultant

Archer; Chicago (IL); On-site; USD 59,000 - 178,000; Full time

Job summary

Accenture is seeking a senior consultant focused on transforming client customer service ecosystems and implementing scalable, AI-enhanced solutions. You will shape strategic roadmaps, lead cross-functional delivery teams and partner with analytics to deliver customer-centric outcomes.

The role emphasizes agile collaboration, executive stakeholder engagement, and ongoing development of expertise in digital customer service platforms and AI-driven conversations.

Qualifications

• Three or more years of consulting experience with a focus on customer service or contact center environments.
• Experience with Cloud (SaaS) solutions for Service and how they fit into a client’s ecosystem.
• Experience with customer service platforms such as Genesys, NICE, TalkDesk, Salesforce, Microsoft Dynamics, Amazon Connect, or Google CES.

Responsibilities

• Evaluate clients’ current customer service offerings, identify gaps, shape vision and provide strategic recommendations.
• Define roadmaps and manage delivery of solutions.
• Lead delivery teams to redesign organizations, processes and technology for optimal customer service.

Skills

Consulting experience

Customer service

Leadership

Agile

GenAI

Conversational AI

Cloud (SaaS) solutions

Customer service platforms

Delivery leadership

Team collaboration

Tools

Genesys

NICE

Talkdesk

Salesforce

Microsoft Dynamics

Amazon Connect

Google Contact Center AI (CES)

Job description

Accenture is seeking a senior consultant focused on transforming client customer service ecosystems and implementing scalable, AI-enhanced solutions. You will shape strategic roadmaps, lead cross-functional delivery teams and partner with analytics to deliver customer-centric outcomes.

The role emphasizes agile collaboration, executive stakeholder engagement, and ongoing development of expertise in digital customer service platforms and AI-driven conversations.