Customer Service CCaaS & AI Technology Lead

Accenture; Chicago (IL); On-site; USD 113,000 - 189,000; Full time

Job summary

Accenture is seeking a seasoned delivery leader to guide end-to-end CCaaS implementations, ensuring projects are delivered on time, within scope, and within budget. You will provide strategic guidance to optimize CCaaS platforms, foster strong client relationships, and drive platform migration and global rollout strategy.

This client-facing role requires Agile planning, cross-functional collaboration with onshore and offshore teams, and travel as needed.

Qualifications

• 1+ years of experience in Conversational AI, CCaaS, and FDE (Forward Deployed Engineer) skills.
• 3+ years of designing, architecting, and delivering cloud contact center, WFM and analytics platforms such as NICE, TalkDesk, Calabrio, Genesys, Salesforce, IFS, Sprinklr, Twilio.
• 3+ years designing AI chatbot/ virtual assistant and defining a comprehensive digital roadmap to integrate with cloud contact center platforms.
• 3+ years aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard, etc.
• 3+ years delivering CCaaS technologies with multi-channel capabilities (Web, Mobile, Voice, AI-powered ops).

Responsibilities

• Lead end-to-end delivery lifecycle of CCaaS implementations, ensuring on-time, within-scope, and within-budget delivery.
• Develop platform migration and global rollout strategy and execution.
• Plan and estimate delivery work using Agile, managing milestones, resources (on/offshore), scope, budget, and risk.
• Engage with client stakeholders for business justification, funding, scope, and timeline.
• Contribute to development of solution offerings, methodologies, and tools for ongoing business development.

Skills

Conversational AI

CCaaS

FDE (Forward Deployed Engineer)

AI chatbot/virtual assistant design

Agile planning

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

Job description

Job Description

Lead and manage end-to-end Contact Center as a Service (CCaaS) implementations, ensuring projects are delivered on time, within scope, and within budget. Collaborate with cross-functional teams to align project goals with business objectives.

Provide Strategic Guidance: Offer expert advice and strategic insights to clients on optimizing their CCaaS platforms to enhance customer experience, streamline operations, and achieve business goals. Stay updated on industry trends to ensure the use of best practices.

Foster Client Relationships: Build and maintain strong relationships with clients, acting as the primary point of contact throughout the implementation process. Ensure client satisfaction by addressing concerns, providing regular updates, and delivering solutions that meet their unique needs.

The work

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. Location: Primary residency within 90 minutes of an approved Accenture office.

Basic Qualifications

• 1+ years of experience in Conversational AI, CCaaS, and FDE (Forward Deployed Engineer) skills.
• 3+ years of experience in designing, architecting, and delivering cloud contact center, WFM and analytics platform such as NICE, TalkDesk, Calabrio, Genesys, Salesforce, IFS, Genesys, Sprinklr, Twilio etc.
• 3+ years of experience in Design and implement AI chatbot/ Virtual assistant and define a comprehensive digital roadmap to integrate with cloud contact center platforms.
• 3+ years of experience in aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard etc.
• 3+ years of experience delivering CCaaS technologies which have integrated one or more of the functional capabilities listed below: Customer Service Channels (B2C, B2B) Cross-channel (Web, Mobile, Voice, Assistant) Service Experiences Service Delivery Technology Platforms (Service Center, CRM, Field Service) Service Delivery enablement (field worker, 3rd party service management) AI powered service operations

Additional Skills Preferred

• Experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms.
• Experience with Service channel experience design, implementation, and execution.
• Experience in algorithmic decisioning or interactive management.
• Experience with defining, designing, and implementing a development architecture leveraging CI/CD principles.
• Strong understanding of PCI/PII security and data privacy requirements.
• Strong knowledge of project management methodology including the ability to develop detailed work plans and specifications, identify and resolve issues, manage risk, and run team meetings.
• Exceptionally strong leadership & communication skills to effectively manage client accounts and multidisciplinary teams.
• Experience in a consulting environment with demonstrated record of continuing responsibilities, creativity, and innovation in a complex global scale program (e.g., multi-country, language, brand, etc.).

Compensation

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.

We anticipate this job posting will be posted until 11/06/2026.

Role Location Annual Salary Range

• California $73,800 to $218,800
• Colorado $73,800 to $189,000
• Connecticut $73,800 to $189,000
• District of Columbia $78,500 to $201,300
• Illinois $68,300 to $189,000
• Maine $62,800 to $161,000
• Maryland $73,800 to $189,000
• Massachusetts $73,800 to $201,300
• Minnesota $73,800 to $189,000
• New York $68,300 to $218,800
• New Jersey $78,500 to $218,800
• Ohio $68,300 to $175,000
• Virginia $68,300 to $201,300
• Washington $80,200 to $201,300

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. 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.

Visit us at www.accenture.com

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