Global CCaaS Transformation & Delivery Lead

Accenture; Nashville (TN); On-site; USD 150,000 - 300,000; Full time

Job summary

Accenture is seeking a seasoned Transformation leader to drive CCaaS initiatives across global client programs from Nashville, TN. You will shape strategy, guide end-to-end delivery, and collaborate with senior stakeholders to expand our cloud-based contact center offerings.

In this client-facing role, you will oversee cross-functional teams, align technology with business goals, and ensure scalability and governance across multi-country deployments, leveraging AWS, Google CCAI, Genesys, NICE,

Qualifications

• 8+ years of experience in technology transformation, with a focus on CCaaS or cloud-based contact center solutions.
• 7+ years of proven track record of selling and leading large-scale transformation projects and driving organizational change.
• 7+ years of experience in strategic planning, project management, stakeholder engagement, strategic leadership and change management
• 7+ years of experience with CCaaS technologies and industry best practices, including CCaaS strategy, migration and implementation on a variety of platforms such as, AWS, Google CCAI, Genesys, NICE etc.
• 8+ years of experience in aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard etc.

Responsibilities

• 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

Skills

CCaaS

Agile methodologies

Strategic leadership

Stakeholder engagement

Transformation programs

Tools

AWS

Google CCAI

Genesys

NICE

Salesforce

Oracle

Microsoft Dynamics

TalkDesk

Sprinklr

Twilio

Job description

Accenture is seeking a seasoned Transformation leader to drive CCaaS initiatives across global client programs from Nashville, TN. You will shape strategy, guide end-to-end delivery, and collaborate with senior stakeholders to expand our cloud-based contact center offerings.

In this client-facing role, you will oversee cross-functional teams, align technology with business goals, and ensure scalability and governance across multi-country deployments, leveraging AWS, Google CCAI, Genesys, NICE,