Strategic CCaaS & AI Delivery Lead

Accenture PLC; San Diego (CA); Sur place; USD 74 000 - 220 000; Plein temps

Résumé du poste

Accenture Song is seeking a lead for end-to-end CCaaS implementations in California. You will manage client-facing delivery, align cross-functional teams, and ensure on-time, in-scope outcomes for large-scale service technology solutions.

Responsibilities include shaping strategy, maintaining client relationships, and driving continuous improvement in platform migrations and UI/UX design while coordinating offshore resources and agile processes.

Qualifications

• 1+ years of CCaaS and FDE experience.
• 3+ years designing cloud contact centers and analytics platforms.
• 3+ years building AI chatbot/virtual assistant strategies.
• 3+ years aligning tech with contact center metrics and KPIs.
• 3+ years delivering CCaaS with multi-channel capabilities.

Responsabilités

• Lead end-to-end delivery lifecycle for global CCaaS projects.
• Build strong relationships with senior client stakeholders.
• Define requirements and translate to epics and stories.
• Collaborate with partners to design and deliver service-focused solutions.
• Plan with Agile, manage on-shore and off-shore teams, budgets and risks.
• Support solution offerings and contribute to ongoing methods and tooling.

Connaissances

Conversational AI

CCaaS

FDE

Cloud contact center

Agile/Waterfall

Leadership

Outils

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

Description du poste

Accenture Song is seeking a lead for end-to-end CCaaS implementations in California. You will manage client-facing delivery, align cross-functional teams, and ensure on-time, in-scope outcomes for large-scale service technology solutions.

Responsibilities include shaping strategy, maintaining client relationships, and driving continuous improvement in platform migrations and UI/UX design while coordinating offshore resources and agile processes.