CCaaS Transformation Delivery Lead

Accenture; City of Albany (NY); On-site; USD 123,000 - 302,000; Full time

Benefits offered by this job

Medical benefits

Dental benefits

Vision benefits

401(k) plan

Bonus opportunities

Paid holidays

Paid time off

Job summary

Accenture is seeking a Senior Transformation Lead to develop and implement a CCaaS transformation strategy that aligns with the company’s vision and business goals. You will lead strategic initiatives to enhance and expand CCaaS offerings, driving innovation and differentiation in the marketplace.

Location: Primary residency within 90 minutes of an Accenture office; travel as required. The role demands 8+ years in tech transformation with CCaaS expertise and a strong track record in strategic

Qualifications

• 8+ years of experience in technology transformation with a focus on CCaaS or cloud-based contact center solutions.
• 7+ years of proven track record selling and leading large-scale transformation projects and driving organizational change.
• 7+ years of experience in strategic planning, project management, stakeholder engagement, strategic leadership and change management.
• 7+ years of experience with CCaaS technologies and industry best practices across multiple platforms (AWS, Google CCAI, Genesys, NICE).
• 8+ years of experience aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard, etc.

Responsibilities

• Lead end-to-end delivery lifecycle of complex, global Service technology solutions for customer channel solutions & CCaaS.
• Develop strong relationships with senior management and identify follow-on project opportunities.
• Contribute to platform migration and global rollout strategy and execution.
• Collaborate with software/tech partners to design and deliver service-focused solutions.
• Plan and estimate delivery using Agile, managing milestones, resources, scope, budget, risk.

Skills

CCaaS

Cloud architecture

Program management

Stakeholder engagement

Agile

Education

Bachelor's degree in a related field

Tools

AWS

Google CCAI

Genesys

NICE

Job description

Accenture is seeking a Senior Transformation Lead to develop and implement a CCaaS transformation strategy that aligns with the company’s vision and business goals. You will lead strategic initiatives to enhance and expand CCaaS offerings, driving innovation and differentiation in the marketplace.

Location: Primary residency within 90 minutes of an Accenture office; travel as required. The role demands 8+ years in tech transformation with CCaaS expertise and a strong track record in strategic