Strategic CCaaS Delivery Lead

Accenture; Des Moines (IA); On-site; USD 150,000 - 338,000; Full time

Job summary

Accenture is seeking a senior Transformation Lead to drive CCaaS initiatives across global client programs. You will shape strategy, oversee end-to-end delivery, and partner with stakeholders to realize transformative outcomes in customer experience platforms.

Requirements include 8+ years in technology transformation, strong CCaaS and cloud experience, and proven leadership across multi-country engagements in Agile and Waterfall environments.

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.

Responsibilities

• Lead end-to-end delivery lifecycle of complex, global Service technology solutions for customer channel solutions & CCaaS.
• Develop relationships with senior management and identify follow-on project opportunities.
• Manage platform migration and global rollout strategy and execution.
• Collaborate with software and technology partners to design and deliver service-focused solutions.
• Plan and estimate delivery work with an Agile approach, including resource planning, scope, budget, and risk mitigation.
• Oversee day-to-day on-shore and off-shore project teams.
• Translate high-level requirements into epics and stories for the team.
• Guide experience-led teams in developing strategic vision and UI/UX design.
• Engage client stakeholders for business justification, funding, scope, and timelines.
• Contribute to development of offering approaches, methodologies, tools, and resources.

Skills

Technology transformation

CCaaS platforms

Strategic planning

Project management

Stakeholder engagement

Leadership & communication

Tools

AWS

Google CCAI

Genesys

NICE

Job description

Accenture is seeking a senior Transformation Lead to drive CCaaS initiatives across global client programs. You will shape strategy, oversee end-to-end delivery, and partner with stakeholders to realize transformative outcomes in customer experience platforms.

Requirements include 8+ years in technology transformation, strong CCaaS and cloud experience, and proven leadership across multi-country engagements in Agile and Waterfall environments.