Customer Experience/CCaaS Service Technology Business Consultant

Accenture PLC; Chicago (IL); On-site; USD 59,000 - 169,000; Full time

Benefits offered by this job

Medical coverage

Dental coverage

Vision coverage

Life coverage

Long‑term disability coverage

401(k) plan

Bonus opportunities

Paid holidays

Paid time off

Job summary

Accenture in the United States is seeking seasoned professionals to lead customer service transformations leveraging cloud services, AI, and modern platforms. You will guide strategic solutions, design roadmaps, and drive delivery across delivery teams with executive stakeholders.

Focused on optimizing customer interactions and back-office operations, you will collaborate with design and analytics teams while advancing GenAI initiatives and scalable service platforms.

Qualifications

• 3+ years consulting experience in customer service, customer support, contact center or digital customer fields, including solutioning and analytics.
• 3+ years working with Cloud (SaaS) solutions for service and integration into a client’s larger app ecosystem.
• 3+ years of experience with customer service platform technologies (Genesys, NICE, Salesforce, Microsoft Dynamics, Amazon Connect, Google CES).
• 1+ years of experience with Conversational AI platforms (ElevenLabs, Cognigy, Netomi, Sierra, etc.).
• 1+ years working with AI and front-end digital platforms.
• 3+ years across at least two areas of customer service transformation, experience design, processes, forecasting/workforce, or metrics.
• Bonus: hands-on AI/GenAI, benchmarking, and center start-up experience.

Responsibilities

• Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address needs and goals.
• Define business and implementation roadmaps, and execute delivery of solutions.
• Lead delivery teams to redesign organizations, processes, and technology for optimal customer service experiences.
• Collaborate with visual designers and analytics teams to generate insights and deliver customer-centric solutions.
• Advise clients on measuring and improving customer-centric metrics.
• Establish relationships with client stakeholders and build long-term partnerships.
• Work with technology ecosystem partners to design and implement service platforms.
• Mentor junior team members and develop your own expertise.
• Contribute to thought leadership to maintain Accenture’s position.

Skills

Customer service

Team leadership

Agile methodologies

GenAI knowledge

Conversational AI

AI platforms

Cloud SaaS

Customer experience design

Tools

Genesys

NICE

Salesforce

Microsoft Dynamics

Amazon Connect

Google CES

Job description

We Are

Accenture Song—a new breed of agency that’s all about the Experience. For us, customer experience is not an add‑on; it’s foundational to who we are and how we empower our clients. As the world’s largest, most disruptive agency, we drive lasting growth for clients by helping them design, build, and run meaningful experiences that make people’s lives better, more productive, and more meaningful. We do this in three ways: by transforming organizations through standout products and services; by building and delivering award‑winning campaigns so brands can engage and communicate creatively with customers at scale; and by using our top‑notch skills to pilot, integrate, scale, and run the platforms that underpin the world’s greatest experiences. Visit us here to learn more about what makes us the Experience Agency. The digital economy has caused a massive increase in the amount and importance of digital content. Digital content and the customer experience it fuels are, together, a vital expression of a brand’s voice and purpose. We help leading brands create and deliver the right content for the right customer at the right time for immersive, relevant experiences. We offer an end‑to‑end approach to the content lifecycle and cut through the complexity for improved speed to market and relevance, at scale. Our unique tools and services organize, store, and optimize content, including taxonomy, rights and asset management, analytics, and quality assurance.

You Are

An expert in customer service from customer interactions to back‑office functions including contact centers, with an understanding of the software / technology that enables day‑to‑day operations. You understand the ins and outs of customer service organizations what drives customer interactions & channels, how to unlock and deliver customer value and think about customer support in a digital, self‑service manner and you’re ready to apply your knowledge to help clients optimize and transform their customer service solutions. You’ve led a customer service transformation previously and are currently experimenting with how GenAI can impact your business and understand large scale technology delivery. Working in an agile, fast‑paced environment energizes you, and you’re at your best when contributing to a team. You’re always ready to dive deep into creative and analytical thinking to solve problems and transform challenges into opportunities. Leadership and verbal skills Yours are top‑drawer, and you know how to work well with everyone from junior colleagues to executive stakeholders.

The Work

• Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and propose strategic solutions that address their unique needs and business goals.
• Define business and implementation of roadmaps, and execute delivery of solutions.
• Lead delivery teams to redesign clients’ organizational structure, processes, and technology capabilities so they can deliver optimal customer service experiences.
• Collaborate with visual designers and analytic teams to generate insights and deliver customer centric, insight driven solutions.
• Advise clients on ways to measure and improve their customer‑centric metrics.
• Establish relationships with client stakeholders and build long‑term partnerships for Accenture.
• Work with technology ecosystem partners to design and implement service technology platforms.
• Manage and coach junior team members, and continue to develop your own expertise.
• Contribute to perspectives and thought leadership to help Accenture maintain its thought‑leadership position.

Here’s what you’ll need

• A minimum of three (3) years of consulting experience with heavy focus working in customer service, customer support, contact center environment or digital customer field including: Solutioning and selling new ideas and proposals Blending business requirements together with technology platform capabilities Incorporating experience design and analytics into customer service, and support processes.
• 3+ years of experience working with: Cloud (SaaS) solutions for Service and determining how they fit into a client’s larger application ecosystem.
• 3+ years of experience working with Customer service platform technologies (such as Genesys, NICE, talkDesk Salesforce, Microsoft Dynamics, Amazon Connect, Google CES etc.).
• 1+ years of experience with Conversational AI (Conversational AI platforms such as ElevenLabs, Cognigy, Netomi, Sierra etc.).
• 1+ years of experience working with Artificial intelligence and front‑end digital platforms.
• 3+ years of functional knowledge in two or more of the following areas: customer service transformation, customer service experience design and customer service process implementation, contact forecasting and work force management, quality management, center staffing and training, technology support, IVR design and implementation, digital customer service technology platforms/Call routing, reporting metrics/KPIs, and supplier/contract management.
• Bonus points if: Experience in conducting analysis of Service technology platform requirements and producing recommendations against benchmarks, producing recommendations, and performing implementations as a result of analysis and recommendations Have hands‑on experience with artificial intelligence, GenAI and conversational design Experience in evaluating benchmark data (e. g. customer, process, financial benchmarks); web/chat/ email contacts, social media, contact center technology sales or project management experience with center start‑ups, consolidation or outsourcing.

Compensation

Accenture provides a reasonable range of compensation for roles that may be hired as set forth below. We anticipate this job posting will be posted until 11/07/2026.

Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long‑term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off.

• medical coverage
• dental coverage
• vision coverage
• life coverage
• long‑term disability coverage
• 401(k) plan
• bonus opportunities
• paid holidays
• paid time off

See more information on our benefits here: U.S. Employee Benefits | Accenture Role Location Annual Salary Range California $70,350 to $196,000 Colorado $63,800 to $169,300 Connecticut $63,800 to $169,300 District of Columbia $68,000 to $180,300 Illinois $59,100 to $169,300 Maine $54,400 to $144,300 Maryland $63,800 to $169,300 Massachusetts $63,800 to $180,300 Minnesota $63,800 to $169,300 New York $66,300 to $196,000 New Jersey $68,000 to $196,000 Ohio $59,100 to $156,800 Virginia $59,100 to $180,300 Washington $80,200 to $180,300 #LI-NA

Accenture Belief

We are a talent‑and innovation‑led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Our Culture

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

Accenture is an EEO and affirmative action employer of veterans/individuals with disabilities. Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States. Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. Further, at Accenture a criminal conviction history is not an absolute bar to employment. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information.

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Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive. Explore your next step at Accenture Belong. Grow. Thrive. Join a great place to work for reinventors who drive meaningful change for our clients, communities, and the world. World.