Customer Service CCaaS & AI Technology Lead

Accenture; New York (NY); On-site; USD 68,000 - 219,000; Full time

Job summary

Accenture is seeking a senior leader to drive end-to-end CCaaS implementations for global clients. You will manage cross-functional teams, align with business objectives, and ensure on-time delivery within scope and budget.

You will provide strategic guidance on optimizing CCaaS platforms, build strong client relationships as the primary contact, and contribute to solution development and platform migration strategies.

Qualifications

• 1+ years of experience in Conversational AI, CCaaS, and FDE skills.
• 3+ years in designing, architecting, and delivering cloud contact center, WFM and analytics platforms (NICE, TalkDesk, Calabrio, Genesys, Salesforce, IFS, Sprinklr, Twilio).
• 3+ years in designing AI chatbot/virtual assistant and roadmap integration with cloud contact center platforms.
• 3+ years aligning technology with contact center benchmarks, quality metrics, agent scorecard, etc.
• 3+ years delivering CCaaS with multi-channel capabilities (B2C/B2B, cross-channel, service delivery platforms).

Responsibilities

• Lead end-to-end delivery lifecycle of complex CCaaS solutions for global clients.
• Develop relationships with senior management and identify follow-on opportunities.
• Define platform migration and global rollout strategy and execution.
• Collaborate with software partners to design and deliver service-focused solutions.
• Plan and estimate delivery work with Agile, manage milestones, scope, budget, risk.
• Manage day-to-day on-shore and offshore project teams.
• Capture business requirements and turn into epics and stories.
• Guide experience-led teams in strategic vision and UI/UX design.
• Engage client stakeholders for business justification, funding, scope and timelines.
• Contribute to development of methodologies, tools, and resources.

Skills

Conversational AI

CCaaS

FDE

Cloud CC + WFM analytics

AI chatbot

KPIs & metrics

CCaaS delivery

Cross-channel

Service platforms

Enablement

AI operations

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 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 11/06/2026.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 $73,800 to $218,800Colorado $73,800 to $189,000Connecticut $73,800 to $189,000District of Columbia $78,500 to $201,300Illinois $68,300 to $189,000Maine $62,800 to $161,000Maryland $73,800 to $189,000Massachusetts $73,800 to $201,300Minnesota $73,800 to $189,000New York $68,300 to $218,800New Jersey $78,500 to $218,800Ohio $68,300 to $175,000Virginia $68,300 to $201,300Washington $80,200 to $201,300

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