CCaaS Transformation Lead — Global Delivery

Accenture; Chicago (IL); On-site; USD 123,000 - 292,000; Full time

Job summary

Accenture Song is seeking a high‑impact leader to develop and implement a comprehensive CCaaS transformation strategy aligned with the company’s vision and goals.

You will lead strategic initiatives to enhance and expand CCaaS offerings, communicating progress to stakeholders and leveraging market insights to grow the value proposition.

Travel may be required; residency within 90 minutes of an approved Accenture office is expected for primary location.

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

• Works in a highly client-facing role to lead the end‑to‑end delivery lifecycle of complex, global and large‑scale Service technology solutions for customer channel solutions & CCaaS solutions
• Develops strong working relationships with the senior management team and identifies follow‑on project opportunities
• Manages and contributes to development of the platform migration and global roll out strategy and execution
• Works with software and technology partners to design & deliver Service‑focused solutions
• Plans and estimates delivery work with an Agile approach, focusing on project milestones, resource planning (both on‑shore and off‑shore), scope, budget, risk identification and mitigation planning
• Manages day to day on‑shore and off‑shore project teams during the project lifecycle
• Manages the project ideation, gathering the high‑level business requirements, defining the detailed requirements and process into epics and stories
• Manages experience‑led teams in developing strategic vision and creative UI/UX design
• Interacts 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
• Travel: As required for client support.

Job description

Accenture Song is seeking a high‑impact leader to develop and implement a comprehensive CCaaS transformation strategy aligned with the company’s vision and goals.

You will lead strategic initiatives to enhance and expand CCaaS offerings, communicating progress to stakeholders and leveraging market insights to grow the value proposition.

Travel may be required; residency within 90 minutes of an approved Accenture office is expected for primary location.