CCaaS Transformation Lead - Global Delivery

Accenture; Chicago (IL); On-site; USD 123,000 - 261,000; Full time

Benefits offered by this job

Medical benefits

401(k) plan

Bonuses

Paid time off

Job summary

Accenture seeks a senior transformation leader to drive CCaaS transformation strategy for global clients. You will lead end-to-end delivery of large-scale service technology solutions, aligning with business goals and collaborating with senior stakeholders across onshore and offshore teams.

The role emphasizes Agile planning, platform migration, and ongoing solution development, with travel as required and residency near an Accenture office.

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 of 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 CCaaS strategy, migration and implementation on a variety of platforms such as, AWS, Google CCAI, Genesys, NICE etc.
• 8+ years of experience in aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard etc.

Responsibilities

• Lead end-to-end delivery of global, large-scale service technology solutions for CCaaS.
• Build strong relationships with the senior management team and identify follow-on project opportunities.
• Shape migration and global rollout strategy and execution.
• Collaborate with software and technology partners to design & deliver service-focused solutions.
• Plan and estimate delivery work with an Agile approach, focusing on project milestones, resource planning (on-shore and off-shore), scope, budget, risk identification and mitigation planning.
• Manage day to day on-shore and off-shore project teams during the project lifecycle.
• Manage the project ideation, gathering the high-level business requirements, defining the detailed requirements and process into epics and stories.
• Manage experience-led teams in developing strategic vision and creative UI/UX design.
• Interact with client stakeholders for business justification, funding, scope, and timeline.
• Contributes to the ongoing development of solution/program offering approaches, methodologies, techniques, business development tools, and growing our resources.

Job description

Accenture seeks a senior transformation leader to drive CCaaS transformation strategy for global clients. You will lead end-to-end delivery of large-scale service technology solutions, aligning with business goals and collaborating with senior stakeholders across onshore and offshore teams.

The role emphasizes Agile planning, platform migration, and ongoing solution development, with travel as required and residency near an Accenture office.