Service CCaaS Technology Delivery Lead

Accenture; Columbus (OH); Hybrid; USD 150,000 - 230,000; Full time

Job summary

Accenture is seeking a Senior Transformation Lead to develop and implement a comprehensive CCaaS transformation strategy. The role leads strategic initiatives, communicates goals to stakeholders, and stays abreast of industry trends to grow and differentiate our CCaaS offerings.

The work spans global, client-facing delivery of large-scale service technology solutions, with emphasis on Agile planning, offshore/onshore resource management, and cross-functional collaboration to deliver value.

Qualifications

• 8+ years in technology transformation with CCaaS or cloud contact centers.
• 7+ years selling and leading large-scale transformation projects.
• 7+ years in strategic planning, project management, stakeholder engagement.
• 7+ years with CCaaS technologies and migration/implementation across platforms such as AWS, Google CCAI, Genesys, NICE.
• 8+ years aligning technology capabilities with contact center benchmarks, quality metrics, etc.

Responsibilities

• Lead end-to-end delivery of global, large-scale Service technology solutions for CCaaS & customer channel solutions.
• Develop strong working relationships with senior management and identify follow-on project opportunities.
• Oversee platform migration and global rollout strategy and execution.
• Collaborate with software and technology partners to design & deliver service-focused solutions.
• Plan and estimate delivery work with Agile approach; manage on-shore and off-shore teams.

Skills

CCaaS experience

Strategic planning

Stakeholder management

Leadership

Agile & Waterfall

Tools

AWS

Google CCAI

Genesys

NICE

Salesforce

Twilio

Job description

We Are:

Accenture Song—a new breed of agency that’s all about the Experience. For us, customer experience is not an add-on; it’s foundational to who we are and how we empower our clients. As the world’s largest, most disruptive agency, we drive lasting growth for clients by helping them design, build, and run meaningful experiences that make people’s lives better, more productive, and more meaningful. We do this in three ways: by transforming organizations through standout products and services; by building and delivering award-winning campaigns so brands can engage and communicate creatively with customers at scale; and by using our top-notch skills to pilot, integrate, scale, and run the platforms that underpin the world’s greatest experiences. Visit us here to learn more about what makes us the Experience Agency.

The digital economy has caused a massive increase in the amount and importance of digital content. Digital content and the customer experience it fuels are, together, a vital expression of a brand’s voice and purpose. We help leading brands create and deliver the right content for the right customer at the right time for immersive, relevant experiences. We offer an end-to-end approach to the content lifecycle and cut through the complexity for improved speed to market and relevance, at scale. Our unique tools and services organize, store, and optimize content, including taxonomy, rights and asset management, analytics, and quality assurance.

Job Description:

Develop and implement a comprehensive CCaaS transformation strategy that aligns with the company’s vision and business goals. Lead strategic initiatives to enhance and expand our CCaaS offerings, driving innovation and differentiation in the marketplace. Communicate transformation goals, progress, and outcomes effectively to internal and external stakeholders. Market & Technology Insights: Stay abreast of industry trends, emerging technologies, and competitive dynamics to inform transformation strategies. Identify and leverage new opportunities to drive growth and enhance the value proposition of our CCaaS solutions.

The work:

• 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

Travel: As required for client support.

Location: Primary residency within 90 minutes of an approved Accenture office

Basic 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.

Good to have (preferred skills):

• Minimum 10 years of experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms.

• 5+ years of experience implementing comprehensive end-to-end service center & field service software suites such as Salesforce, Oracle, Microsoft Dynamics, IFS, Genesys, Nice, Sprinklr, Twilio

• Experience in algorithmic decisioning or interactive management

• Strong understanding of PCI/PII security and data privacy requirements

• Exceptionally strong leadership & communication skills to effectively manage client accounts and multidisciplinary teams

• Experience in a consulting environment with demonstrated record of continuing responsibilities, creativity, and innovation in a complex global scale program (e.g., multi-country, language, brand, etc.)

• Experience working with clients in various industry verticals such as Healthcare, Insurance, SLED – State/Local/Education, Public Sector, Retail Services etc.

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired as set forth below.We anticipate this job posting will be posted until 10/30/2026.Accenture offers a market competitive suite of benefits including medical, dental, vision, life, and long-term disability coverage, a 401(k) plan, bonus opportunities, paid holidays, and paid time off. See more information on our benefits here: U.S. Employee Benefits | Accenture (https://www.accenture.com/us-en/careers/local/benefits)

Role Location Annual Salary RangeCalifornia $132,500 to $302,400Cleveland $122,700 to $241,900Colorado $132,500 to $261,300District of Columbia $141,100 to $278,200Illinois $122,700 to $261,300Maine $112,900 to $222,500Maryland $132,500 to $261,300Massachusetts $132,500 to $278,200Minnesota $132,500 to $261,300New York $122,700 to $302,400New Jersey $141,100 to $302,400Virginia $122,700 to $278,200Washington $141,100 to $278,200

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