Customer Experience/CCaaS Service Technology Business Consultant

Accenture; Mountain View (CA); On-site; USD 70,000 - 196,000; Full time

Job summary

Accenture in California is seeking a senior consulting professional with a focus on customer service and digital customer experience to shape strategic solutions and deliver end-to-end implementations. You will lead delivery teams, collaborate with design and analytics alike, and help clients measure and improve customer-centric metrics.

Role emphasizes cloud SaaS solutions, contact center platforms, and AI-driven experiences, with opportunities to build long-term client partnerships and drive

Qualifications

• Three+ years of consulting experience with heavy focus in customer service or digital customer fields.
• Experience with Cloud (SaaS) solutions for Service and how they fit in a client ecosystem.
• Experience with customer service platforms and related technologies (e.g., Genesys, NICE, Salesforce, Microsoft Dynamics, Amazon Connect).
• 1+ years of experience with Conversational AI and AI/front-end digital platforms.

Responsibilities

• Evaluate clients’ current customer service offerings, identify gaps, shape vision, provide recommendations and strategic solutions.
• Define business roadmaps and lead delivery of solutions.
• Lead delivery teams to redesign organizational structures, processes, and technology capabilities for better customer service experiences.
• Collaborate with 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.

Job description

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.

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 at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, 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. See more information on our benefits here: U.S. Employee Benefits | Accenture (https://www.accenture.com/us-en/careers/local/benefits)

Role Location Annual Salary RangeCalifornia $70,350 to $196,000Colorado $63,800 to $169,300Connecticut $63,800 to $169,300District of Columbia $68,000 to $180,300Illinois $59,100 to $169,300Maine $54,400 to $144,300Maryland $63,800 to $169,300Massachusetts $63,800 to $180,300Minnesota $63,800 to $169,300New York $66,300 to $196,000New Jersey $68,000 to $196,000Ohio $59,100 to $156,800Virginia $59,100 to $180,300Washington $80,200 to $180,300

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