Strategic CCaaS & AI Experience Lead

Accenture; Detroit (MI); On-site; USD 63,000 - 219,000; Full time

Job summary

Accenture is seeking a leader to manage end-to-end CCaaS implementations for global clients and collaborate with cross-functional teams to deliver projects on time and within scope and budget.

You will provide strategic guidance to optimize CCaaS platforms, improve customer experiences, and build lasting client relationships throughout the engagement, including travel as required and residency near an Accenture office.

Qualifications

• 1+ years of experience in Conversational AI, CCaaS, and FDE (Forward Deployed Engineer) skills.
• 3+ years designing, architecting, and delivering cloud contact center, WFM and analytics platforms such as NICE, TalkDesk, Calabrio, Genesys, Salesforce, IFS, Sprinklr, Twilio.
• 3+ years designing and implementing AI chatbot/Virtual assistant and integrating with cloud contact center platforms.
• 3+ years aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard, etc.
• 3+ years delivering CCaaS technologies with multi-channel capabilities.

Responsibilities

• Lead end-to-end delivery lifecycle of complex, global CCaaS projects in a client-facing role.
• Develop relationships with senior management and identify follow-on opportunities.
• Contribute to platform migration and global rollout strategy and execution.
• Collaborate with partners to design and deliver service-focused solutions.
• Plan and estimate delivery work using Agile, manage onshore/offshore resources, scope, budget, and risk.
• Oversee day-to-day on-site and off-shore project teams.
• Translate high-level requirements into epics and stories for delivery.
• Lead experience-led teams in strategic vision and UI/UX design.
• Engage client stakeholders for business justification, funding, scope, and timeline.
• Contribute to development of solution offerings, methodologies, and tools.

Skills

Conversational AI

CCaaS platforms

Cloud contact center

AI chatbot design

Quality metrics

Project management

Agile SDLC

Stakeholder mgmt

Tools

NICE

TalkDesk

Calabrio

Genesys

Salesforce

IFS

Sprinklr

Twilio

Job description

Accenture is seeking a leader to manage end-to-end CCaaS implementations for global clients and collaborate with cross-functional teams to deliver projects on time and within scope and budget.

You will provide strategic guidance to optimize CCaaS platforms, improve customer experiences, and build lasting client relationships throughout the engagement, including travel as required and residency near an Accenture office.