Global CCaaS Delivery Lead, Transformation

Archer; Chicago (IL); On-site; USD 123,000 - 292,000; Full time

Benefits offered by this job

Bonus opportunities

401(k) plan

Paid holidays

Job summary

Accenture Song is seeking a senior transformation leader to develop and implement a comprehensive CCaaS transformation strategy aligned with business goals. You will drive innovation, communicate progress to stakeholders, and stay ahead of industry trends to differentiate our CCaaS offerings.

Role requires managing end-to-end delivery of global service technology solutions, coordinating with partners, and guiding large-scale platform migrations while collaborating with executive teams to

Qualifications

• 8+ years in technology transformation focusing on CCaaS or cloud-based contact center solutions.
• 7+ years selling and leading large-scale transformation projects and driving organizational change.
• 7+ years experience in strategic planning, project management, stakeholder engagement, strategic leadership and change management
• 7+ years experience with CCaaS technologies and platforms including AWS, Google CCAI, Genesys, NICE
• 8+ years aligning technology capabilities with contact center benchmarks and metrics.

Responsibilities

• Lead end-to-end delivery of complex, global Service technology solutions for customer channel solutions & CCaaS.
• Develop relationships with senior management and identify follow-on opportunities.
• Contribute to platform migration and global rollout strategy and execution.
• Collaborate with partners to design & deliver service-focused solutions.
• Plan and estimate delivery with Agile approach including milestones, resources, scope, risk.
• Manage both on-shore and off-shore project teams through lifecycle.
• Translate business requirements into epics and stories.
• Oversee experience-led teams in vision and UI/UX design.
• Interact with client stakeholders for business justification, funding, scope, and timeline.
• Contribute to development of solutions, methodologies, and tools.

Skills

CCaaS strategy

Transform & migrate CCaaS

Strategic planning

Stakeholder engagement

Project management

Cloud platforms (AWS)

CCaaS platforms (Genesys, NICE)

Tools

AWS

Google CCAI

Genesys

NICE

Job description

Accenture Song is seeking a senior transformation leader to develop and implement a comprehensive CCaaS transformation strategy aligned with business goals. You will drive innovation, communicate progress to stakeholders, and stay ahead of industry trends to differentiate our CCaaS offerings.

Role requires managing end-to-end delivery of global service technology solutions, coordinating with partners, and guiding large-scale platform migrations while collaborating with executive teams to