CCaaS Transformation Delivery Lead

Accenture; Miami (FL); On-site; USD 120,000 - 302,000; Full time

Benefits offered by this job

401(k) plan

Medical benefits

Paid holidays

Paid time off

Bonus opportunities

Job summary

Accenture is seeking a senior leader to develop and implement a comprehensive CCaaS transformation strategy aligned with our vision and goals. You will lead strategic initiatives to expand our CCaaS offerings, drive innovation, and communicate goals and progress to stakeholders while staying ahead of industry trends and opportunities.

In this highly client-facing role, you will oversee end-to-end delivery of global Service technology solutions for customer channel and CCaaS platforms, build

Qualifications

• 8+ years of experience in technology transformation with CCaaS or cloud-based contact center solutions.
• 7+ years of proven track record selling and leading large-scale transformation projects.
• 7+ years of experience in strategic planning, project management, stakeholder engagement, leadership and change management.
• 7+ years of experience with CCaaS technologies and migration/implementation on platforms such as AWS, Google CCAI, Genesys, NICE.
• 8+ years of experience aligning tech with contact center benchmarks, quality metrics, etc.

Responsibilities

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

Skills

CCaaS

Strategic planning

Project management

Stakeholder engagement

Leadership

Change management

Communication skills

Agile

Tools

AWS

Google CCAI

Genesys

NICE

Salesforce

Oracle

Microsoft Dynamics

Twilio

Job description

Accenture is seeking a senior leader to develop and implement a comprehensive CCaaS transformation strategy aligned with our vision and goals. You will lead strategic initiatives to expand our CCaaS offerings, drive innovation, and communicate goals and progress to stakeholders while staying ahead of industry trends and opportunities.

In this highly client-facing role, you will oversee end-to-end delivery of global Service technology solutions for customer channel and CCaaS platforms, build