CCaaS Transformation Lead – Global Delivery & Strategy

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

Job summary

Accenture is seeking an experienced transformation leader to develop and implement a comprehensive CCaaS transformation strategy. You will steer strategic initiatives, align with business goals, and communicate progress to stakeholders.

Stay ahead of industry trends to drive growth and differentiate our CCaaS offerings. The role emphasizes end-to-end delivery, client-facing leadership, and cross-functional collaboration across architecture, product, and operations in a global context.

Qualifications

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

Responsibilities

• Lead end-to-end delivery of global, large-scale service technology solutions for CCaaS.
• Develop relationships with senior management and identify follow-on opportunities.
• Manage platform migration and global rollout strategy and execution.
• Collaborate with partners to design and deliver service-focused solutions.
• Plan and estimate delivery work using Agile, manage onshore/offshore teams.
• Oversee day-to-day project execution and team coordination.
• Translate business requirements into epics and user stories.
• Guide experience-led teams on strategic vision and UI/UX design.
• Interface with clients on justification, funding, scope, and timeline.
• Contribute to solutions and methodologies, tools, and growth.

Skills

CCaaS knowledge

Cloud-based contact center

Strategic planning

Stakeholder management

Project management

Change management

Agile delivery

Leadership

Communication

Tools

AWS

Google CCAI

Genesys

NICE

Salesforce

Oracle

Microsoft Dynamics

Job description

Accenture is seeking an experienced transformation leader to develop and implement a comprehensive CCaaS transformation strategy. You will steer strategic initiatives, align with business goals, and communicate progress to stakeholders.

Stay ahead of industry trends to drive growth and differentiate our CCaaS offerings. The role emphasizes end-to-end delivery, client-facing leadership, and cross-functional collaboration across architecture, product, and operations in a global context.