CCaaS Service Tech & CX Strategy Consultant

Accenture; Oklahoma City (OK); On-site; USD 90,000 - 180,000; Full time

Job summary

Accenture is seeking a senior consultant to lead customer service transformations for clients in a fast-paced, agile environment. You will define roadmaps, guide delivery teams, and collaborate with analytics teams to create customer-centric solutions.

You’ll mentor junior staff and contribute to Accenture’s thought leadership in service delivery and AI-driven experiences. The role emphasizes building long-term client relationships, leveraging cloud SaaS, and leveraging conversational AI to

Qualifications

• A minimum of three (3) years of consulting experience with heavy focus working in customer service, customer support, contact center environment or digital customer field including:
• Solutioning and selling new ideas and proposals
• Blending business requirements together with technology platform capabilities
• Incorporating experience design and analytics into customer service, and support processes
• 3+ years of experience working with: Cloud (SaaS) solutions for Service and determining how they fit into a client’s larger application ecosystem
• 3+ years of experience working with Customer service platform technologies (such as Genesys, NICE, talkDesk Salesforce, Microsoft Dynamics, Amazon Connect, Google CES etc.)
• 1+ years of experience with Conversational AI (Conversational AI platforms such as ElevenLabs, Cognigy, Netomi, Sierra etc.)
• 1+ years of experience working with Artificial intelligence and front‑end digital platforms
• 3+ years of functional knowledge in two or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting metrics/KPIs, and supplier/contract management

Responsibilities

• Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address their unique needs and business goals
• Define business and implementation of roadmaps, and execute delivery of solutions
• Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences
• Collaborate with visual designers and analytic teams to generate insights and deliver customer centric, insight driven solutions
• Advise clients on ways to measure and improve their customer-centric metrics
• Establish relationships with client stakeholders and build long‑term partnerships for Accenture
• Work with technology ecosystem partners to design and implement service technology platforms
• Manage and coach junior team members, and continue to develop your own expertise
• Contribute to perspectives and thought leadership to help Accenture maintain its thought‑leadership position

Skills

Consulting experience

Solutioning

Business requirements

Experience design

Cloud SaaS

CS platform tech

Conversational AI

AI & front-end

Two+ domain areas

Job description

Accenture is seeking a senior consultant to lead customer service transformations for clients in a fast-paced, agile environment. You will define roadmaps, guide delivery teams, and collaborate with analytics teams to create customer-centric solutions.

You’ll mentor junior staff and contribute to Accenture’s thought leadership in service delivery and AI-driven experiences. The role emphasizes building long-term client relationships, leveraging cloud SaaS, and leveraging conversational AI to