CCaaS Transformation & Delivery Leader

Accenture; Saint Petersburg (FL); On-site; USD 150,000 - 260,000; Full time

Job summary

Accenture is seeking a senior transformation leader to develop and implement a CCaaS transformation strategy aligned with the company’s vision and goals. You will drive innovative offerings, communicate progress to stakeholders, and stay ahead of industry trends to grow and differentiate our CCaaS solutions.

The role requires extensive client-facing experience, cross-functional leadership, and a track record of delivering large-scale programs across multiple regions.

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, including migration and implementation on 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 of complex, global Service technology solutions for customer channel and CCaaS.
• Develop relationships with senior management and identify follow-on project opportunities.
• Manage platform migration and global rollout strategy and execution.
• Collaborate with software/tech partners to design and deliver service-focused solutions.
• Plan and estimate delivery with Agile methods, covering milestones, resources, scope, budget, risk.

Tools

AWS

Google CCAI

Genesys

NICE

CCaaS

Cloud-based contact center

Job description

Accenture is seeking a senior transformation leader to develop and implement a CCaaS transformation strategy aligned with the company’s vision and goals. You will drive innovative offerings, communicate progress to stakeholders, and stay ahead of industry trends to grow and differentiate our CCaaS solutions.

The role requires extensive client-facing experience, cross-functional leadership, and a track record of delivering large-scale programs across multiple regions.