CCaaS Transformation Delivery Lead

Accenture; Boston (MA); On-site; USD 133,000 - 311,000; Full time

Job summary

Accenture is seeking a senior leader to develop and execute a comprehensive CCaaS transformation strategy that aligns with business goals. You will drive market differentiation, lead strategic initiatives, and communicate progress to stakeholders.

The role focuses on end-to-end delivery of large-scale service technology solutions, collaboration with partners, and ongoing improvement of solution offerings across global markets.

Qualifications

• 8+ years of technology transformation experience, CCaaS or cloud-based contact center solutions.
• 7+ years selling and leading large-scale transformation projects.
• 7+ years in strategic planning, project management, stakeholder engagement and change management.

Responsibilities

• Lead end-to-end delivery of complex global Service technology solutions for customer channel solutions & CCaaS.
• Develop relationships with senior management and identify follow-on opportunities.
• Manage platform migration and global rollout strategies and execution.
• Collaborate with software/tech partners to design and deliver service-focused solutions.
• Plan and estimate delivery work with Agile methods, including on-shore/off-shore resource and risk management.
• Lead on-shore and off-shore project teams through lifecycle.
• Capture business requirements and translate into epics and user stories.
• Guide experience-led teams in strategic vision and creative UI/UX design.
• Engage client stakeholders for business justification, funding, scope, and timelines.
• Contribute to development of offerings, methodologies, tools, and global growth.

Skills

Technology transformation

CCaaS

Strategic planning

Stakeholder engagement

Project management

Agile/SDLC

Tools

AWS

Google CCAI

Genesys

NICE

Salesforce

Oracle

Microsoft Dynamics

IFS

TalkDesk

Sprinklr

Twilio

Job description

Accenture is seeking a senior leader to develop and execute a comprehensive CCaaS transformation strategy that aligns with business goals. You will drive market differentiation, lead strategic initiatives, and communicate progress to stakeholders.

The role focuses on end-to-end delivery of large-scale service technology solutions, collaboration with partners, and ongoing improvement of solution offerings across global markets.