Global CCaaS Transformation & Delivery Lead

Accenture; Atlanta (GA); On-site; USD 120,000 - 302,000; Full time

Benefits offered by this job

Medical, dental, vision insurance

Life insurance

Long-term disability

401(k) plan

Bonus opportunities

Paid holidays

Paid time off

Job summary

Accenture seeks a senior leader to drive a comprehensive CCaaS transformation strategy aligned with business goals and market differentiation. You will oversee end-to-end delivery of global CCaaS and service technology solutions, while shaping partnerships, migration plans, and agile execution.

You’ll communicate progress to stakeholders and explore growth opportunities across industries. The role emphasizes leadership of cross‑functional teams, strong client engagement, and contribution to

Qualifications

• 8+ years in technology transformation focusing on CCaaS or cloud contact center solutions.
• 7+ years selling and leading large-scale transformation projects and driving change.
• 7+ years experience in strategic planning, project management, and stakeholder engagement.
• 7+ years experience with CCaaS technologies including migration and implementation on platforms such as AWS, Google CCAI, Genesys, NICE.
• 8+ years aligning technology with contact center metrics, agent scorecards and quality measures.

Responsibilities

• Lead end-to-end delivery lifecycle of complex global Service technology solutions for CCaaS.
• Develop relationships with senior management and identify follow-on opportunities.
• Oversee platform migration and global rollout strategy and execution.
• Collaborate with software and technology partners to design and deliver service-focused solutions.
• Plan and estimate delivery work with Agile practices, managing onshore and offshore resources.
• Manage day-to-day project teams during the lifecycle.
• Capture high-level business requirements and translate into epics and stories.
• Lead experience-led teams in vision development and UI/UX design.
• Interface with client stakeholders on justification, funding, scope and timelines.
• Contribute to evolving solution offerings, methodologies and tools.

Skills

CCaaS transformation leadership

Strategic planning

Stakeholder management

Agile delivery

Cloud-based contact center solutions

Tools

AWS

Google CCAI

Genesys

NICE

Salesforce

Twilio

Job description

Accenture seeks a senior leader to drive a comprehensive CCaaS transformation strategy aligned with business goals and market differentiation. You will oversee end-to-end delivery of global CCaaS and service technology solutions, while shaping partnerships, migration plans, and agile execution.

You’ll communicate progress to stakeholders and explore growth opportunities across industries. The role emphasizes leadership of cross‑functional teams, strong client engagement, and contribution to