Global CCaaS Transformation Delivery Lead

Accenture; Sacramento (CA); On-site; USD 133,000 - 338,000; Full time

Job summary

Accenture is seeking a senior transformation leader to drive CCaaS and cloud-based contact center initiatives across global client projects. You will shape strategy, align technology with business goals, and lead end-to-end delivery of large-scale service technology solutions.

You'll partner with senior stakeholders, work across onshore/offshore teams, and guide migration, platform rollouts, and design of UX for customer experiences.

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

• Lead end-to-end delivery lifecycle of complex global service technology solutions for customer channel solutions & CCaaS.
• 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, 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

Technology transformation

CCaaS

Strategic leadership

Stakeholder engagement

Agile

Communication

Tools

AWS

Google CCAI

Genesys

NICE

Job description

Accenture is seeking a senior transformation leader to drive CCaaS and cloud-based contact center initiatives across global client projects. You will shape strategy, align technology with business goals, and lead end-to-end delivery of large-scale service technology solutions.

You'll partner with senior stakeholders, work across onshore/offshore teams, and guide migration, platform rollouts, and design of UX for customer experiences.