CCaaS Transformation Delivery Lead

Accenture; Redmond (WA); On-site; USD 141,000 - 278,000; Full time

Job summary

Accenture seeks a senior transformation leader to develop and implement a comprehensive CCaaS transformation strategy aligned with business goals. You will drive innovation, discuss goals with stakeholders, and stay ahead of industry trends to expand CCaaS offerings.

You will manage end-to-end delivery of global, large-scale service technology solutions, coordinating with partners and leading cross-functional teams to achieve milestones and value realization.

Qualifications

• 8+ years of experience in technology transformation, CCaaS or cloud contact center solutions.
• 7+ years selling and leading large-scale transformation projects and driving change.
• 7+ years in strategic planning, project management, stakeholder engagement and change management.
• 7+ years with CCaaS technologies and migration/implementation on multiple platforms (AWS, Google CCAI, Genesys, NICE).
• 8+ years aligning technology with contact center benchmarks and metrics.

Responsibilities

• Leads end-to-end delivery of global, large-scale service tech solutions for CCaaS and customer channels.
• Builds relationships with senior management and identifies follow-on opportunities.
• Guides platform migration and global rollout strategy and execution.
• Collaborates with software/tech partners to design and deliver service-focused solutions.
• Plans and estimates with Agile, covering milestones, resources, scope, budget, risk and mitigation.
• Oversees on-site and offshore project teams through the lifecycle.
• Gathers high-level business requirements and translates them into epics and stories.
• Leads experience-led teams on strategic vision and UI/UX design.
• Interacts with clients on justification, funding, scope and timelines.
• Contributes to development of solution approaches, methodologies, and tools.

Skills

CCaaS

Strategy

Delivery management

Stakeholder engagement

Agile

Client relationship

Leadership

Change management

Tools

AWS

Google CCAI

Genesys

NICE

Salesforce

Oracle

Microsoft Dynamics

IFS

TalkDesk

Sprinklr

Twilio

Job description

Accenture seeks a senior transformation leader to develop and implement a comprehensive CCaaS transformation strategy aligned with business goals. You will drive innovation, discuss goals with stakeholders, and stay ahead of industry trends to expand CCaaS offerings.

You will manage end-to-end delivery of global, large-scale service technology solutions, coordinating with partners and leading cross-functional teams to achieve milestones and value realization.