CX & CCaaS Transformation Consultant

Accenture PLC; Columbus (OH); On-site; USD 59,000 - 165,000; Full time

Job summary

Accenture is seeking a seasoned professional in Columbus to lead customer service transformations, combining business and technology to optimize customer experiences. You will drive strategic roadmaps, guide delivery teams, and partner with design and analytics to deliver data-driven, customer-centric solutions.

You’ll work in a fast-paced, agile environment, collaborating with junior staff to executive stakeholders and leveraging AI capabilities to reimagine contact centers and digital support

Qualifications

• Three (3) years of consulting experience in customer service, contact centers or digital customer care.
• Experience with cloud (SaaS) solutions for service and ecosystem fit.
• Experience with customer service platform technologies (Genesys, NICE, TalkDesk, Salesforce, MS Dynamics, Amazon Connect, Google CES).
• At least 1 year with Conversational AI and AI-enabled front-end platforms.

Responsibilities

• Evaluate clients’ current customer service offerings and gaps, define vision and strategic solutions.
• Define roadmaps, scope, and delivery of implementations.
• Lead delivery teams to redesign organization, processes, and tech capabilities for better customer service.
• Collaborate with design and analytics teams to deliver customer-centric insights.
• Advise on metrics to measure and improve customer-centric performance.
• Build relationships with client stakeholders for long-term partnerships.
• Work with technology partners to design and implement service platforms.
• Coach junior team members and develop personal expertise.
• Contribute to thought leadership to maintain Accenture’s leadership position.

Skills

Consulting experience

Customer service

Leadership

Agile delivery

Analytical thinking

Tools

Genesys

NICE

TalkDesk

Salesforce

Microsoft Dynamics

Amazon Connect

Google CES

Job description

Accenture is seeking a seasoned professional in Columbus to lead customer service transformations, combining business and technology to optimize customer experiences. You will drive strategic roadmaps, guide delivery teams, and partner with design and analytics to deliver data-driven, customer-centric solutions.

You’ll work in a fast-paced, agile environment, collaborating with junior staff to executive stakeholders and leveraging AI capabilities to reimagine contact centers and digital support