Global CCaaS Transformation Lead

Mainstreetwashington; Des Moines (IA); Hybrid; USD 123,000 - 302,000; Full time

Job summary

Accenture is seeking a seasoned leader to develop and implement a comprehensive CCaaS transformation strategy that aligns with business goals. The role drives innovation, engages stakeholders, and leverages industry trends to grow our CCaaS offerings globally.

The position emphasizes leading end-to-end delivery of complex service technology projects, managing on-site and offshore teams, and collaborating with partners to deliver outcome-focused solutions.

Qualifications

• 8+ years of technology transformation experience focusing on CCaaS or cloud-based contact center solutions.
• 7+ years selling and leading large-scale transformation projects with organizational change.
• 7+ years in strategic planning, project management, stakeholder engagement and change management.
• 7+ years with CCaaS technologies across platforms (AWS, Google CCAI, Genesys, NICE, etc.).
• 8+ years aligning technology with contact center metrics and agent scorecards.

Responsibilities

• Lead end-to-end delivery of global, large-scale service technology solutions for CCaaS and customer channel solutions.
• Build relationships with senior management and identify follow-on project opportunities.
• Manage platform migration and global rollout strategy and execution.
• Collaborate with software/tech partners to design and deliver service-focused solutions.
• Plan and estimate delivery with Agile, manage on-site and offshore resources, scope, budget, risk.

Skills

CCaaS expertise

Transformation leadership

Agile project mgmt

Stakeholder mgmt

Cloud architecture

Vendor management

Job description

Accenture is seeking a seasoned leader to develop and implement a comprehensive CCaaS transformation strategy that aligns with business goals. The role drives innovation, engages stakeholders, and leverages industry trends to grow our CCaaS offerings globally.

The position emphasizes leading end-to-end delivery of complex service technology projects, managing on-site and offshore teams, and collaborating with partners to deliver outcome-focused solutions.