CX & CCaaS Transformation Consultant

Accenture PLC; New York (NY); On-site; USD 66,000 - 196,000; Full time

Job summary

Accenture is seeking an expert in customer service transformation to help clients optimize and modernize their customer service solutions. You will work across strategy, design, and delivery to shape roadmaps, lead delivery teams, and drive measurable customer outcomes.

You will leverage GenAI and conversational design to unlock value, collaborating with analytics and design teams to produce data-driven insights for enterprise clients in a fast-paced environment.

Qualifications

• Minimum 3 years of consulting experience in customer service or digital customer support.
• Experience with cloud (SaaS) solutions in service contexts.
• Experience with customer service platforms (Genesys, NICE, Salesforce, Microsoft Dynamics, etc.).
• 1+ year with Conversational AI and AI-enabled front‑end platforms.

Responsibilities

• Evaluate clients' current customer service offerings, identify gaps and shape the vision with strategic recommendations.
• Define roadmaps and drive delivery of solutions for clients.
• Lead delivery teams to redesign organizational structures, processes and technology capabilities for better service outcomes.
• Collaborate with designers and analytics teams to deliver customer-centric insights.
• Advise on measures to improve customer-centric metrics and KPIs.
• Build long-term client relationships and partner with Accenture stakeholders.
• Work with technology partners to design and implement service platforms.
• Coach junior team members and develop your own expertise.
• Contribute thought leadership to maintain Accenture's position.

Skills

CS consulting

SaaS cloud

CS platforms

Conversational AI

AI & front-end

CS transformation

Job description

Accenture is seeking an expert in customer service transformation to help clients optimize and modernize their customer service solutions. You will work across strategy, design, and delivery to shape roadmaps, lead delivery teams, and drive measurable customer outcomes.

You will leverage GenAI and conversational design to unlock value, collaborating with analytics and design teams to produce data-driven insights for enterprise clients in a fast-paced environment.