Strategic CCaaS & AI Delivery Lead

Accenture PLC; Boston (MA); On-site; USD 74,000 - 203,000; Full time

Benefits offered by this job

Medical, Dental, Vision Insurance

401(k) Plan

Bonus opportunities

Paid holidays

Paid time off

Long-term disability

Job summary

Accenture is seeking a senior professional to lead end-to-end CCaaS implementations, delivering complex, global service technology solutions. You will collaborate with cross-functional teams to align project goals with business objectives and provide strategic guidance to optimize CCaaS platforms for enhanced customer experiences.

You will manage client relationships, ensure project success, and drive ongoing improvements.

Qualifications

• 1+ years of experience in Conversational AI, CCaaS, and FDE roles.
• 3+ years designing, architecting, and delivering cloud contact center solutions.
• 3+ years aligning technology with contact center metrics and service levels.

Responsibilities

• Lead end-to-end CCaaS implementations for global clients, ensuring on-time delivery within scope and budget.
• Provide strategic guidance to optimize CCaaS platforms for improved customer experience and efficiency.
• Foster strong client relationships and act as primary contact throughout the implementation.

Skills

Conversational AI

CCaaS

FDE skills

Cloud CC design

Agile SDLC

Stakeholder mgmt

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

Twilio

Job description

Accenture is seeking a senior professional to lead end-to-end CCaaS implementations, delivering complex, global service technology solutions. You will collaborate with cross-functional teams to align project goals with business objectives and provide strategic guidance to optimize CCaaS platforms for enhanced customer experiences.

You will manage client relationships, ensure project success, and drive ongoing improvements.