Customer Service CCaaS & AI Technology Lead

1000 Accenture LLP Company; Chicago (IL); On-site; USD 68,000 - 189,000; Full time

Benefits offered by this job

Medical insurance

Dental coverage

Vision coverage

Life insurance

Long-term disability

401(k) plan

Bonus opportunities

Paid holidays

Paid time off

Job summary

Accenture Song is seeking a leader to drive end-to-end Contact Center as a Service (CCaaS) implementations, ensuring on-time delivery within scope and budget. You will collaborate with cross-functional teams to align client goals and provide strategic guidance on optimizing CCaaS platforms to improve customer experience and operational efficiency.

In this highly client-facing role, you will develop platform migration and global rollout strategies, work with software partners to deliver

Qualifications

• 1+ years of experience in Conversational AI, CCaaS, and FDE skills.
• 3+ years in designing, architecting, and delivering cloud contact center platforms.
• 3+ years of experience in AI chatbot/virtual assistant implementation.
• 3+ years delivering CCaaS with multi-channel service experiences.

Responsibilities

• Lead end-to-end delivery lifecycle of complex CCaaS and service tech solutions.
• Develop strong relationships with senior client stakeholders and identify follow-on opportunities.
• Plan, estimate, and manage delivery with Agile, including on- and off-shore teams.

Skills

Conversational AI

CCaaS

FDE

Cloud contact center

AI chatbot

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

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.

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 at Accenture:

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 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 #LI-NA

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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