Customer Service CCaaS & AI Technology Lead

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: Lead and manage end-to-end Contact Center as a Service (CCaaS) implementations, ensuring projects are delivered on time, within scope, and within budget. Collaborate with cross-functional teams to align project goals with business objectives.Provide Strategic Guidance: Offer expert advice and strategic insights to clients on optimizing their CCaaS platforms to enhance customer experience, streamline operations, and achieve business goals. Stay updated on industry trends to ensure the use of best practices.Foster Client Relationships: Build and maintain strong relationships with clients, acting as the primary point of contact throughout the implementation process. Ensure client satisfaction by addressing concerns, providing regular updates, and delivering solutions that meet their unique needsThe 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 solutionsDevelops strong working relationships with the senior management team and identifies follow-on project opportunitiesManages and contributes to development of the platform migration and global roll out strategy and executionWorks with software and technology partners to design & deliver Service-focused solutionsPlans 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 planningManages day to day on-shore and off-shore project teams during the project lifecycleManages the project ideation, gathering the high-level business requirements, defining the detailed requirements and process into epics and storiesManages experience-led teams in developing strategic vision and creative UI/UX designInteracts with client stakeholders for business justification, funding, scope, and timelineContributes to the ongoing development of solution/program offering approaches, methodologies, techniques, business development tools, and growing our resourcesTravel: As required for client support.Location: Primary residency within 90 minutes of an approved Accenture officeBasic Qualifications:1+ years of experience in Conversational AI, CCaaS, and FDE (Forward Deployed Engineer) skills.3+ years of experience in designing, architecting, and delivering cloud contact center, WFM and analytics platform such as NICE, TalkDesk, Calabrio, Genesys, Salesforce, IFS, Genesys, Sprinklr, Twilio etc.3+ years of experience in Design and implement AI chatbot/ Virtual assistant and define a comprehensive digital roadmap to integrate with cloud contact center platforms3+ years of experience in aligning technology capabilities withcontact center benchmarks, quality metrics, agent scorecard etc.3+ years of experience delivering CCaaS technologies which have integrated one or more of the functional capabilities listed below:Customer Service Channels (B2C, B2B)Cross-channel (Web, Mobile, Voice, Assistant) Service ExperiencesService Delivery Technology Platforms (Service Center, CRM, Field Service)Service Delivery enablement (field worker, 3rd party service management)AI powered service operationsAdditional Skills Preferred:Experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms.Experience with Service channel experience design, implementation, and executionExperience in algorithmic decisioning or interactive managementExperience with defining, designing, and implementing a development architecture leveraging CI/CD principlesStrong understanding of PCI/PII security and data privacy requirementsStrong knowledge of project management methodology including the ability to develop detailed work plans and specifications, identify and resolve issues, manage risk, and run team meetingsExceptionally strong leadership & communication skills to effectively manage client accounts and multidisciplinary teamsExperience 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.)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 11/19/2026. 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 | AccentureRole Location Annual Salary Range California $73,800 to $220,400 Colorado $73,800 to $190,400 Connecticut $73,800 to $190,400 District of Columbia $78,500 to $202,700 Illinois $68,300 to $190,400 Maine $62,800 to $162,200 Maryland $73,800 to $190,400 Massachusetts $73,800 to $202,700 Minnesota $73,800 to $190,400 New York $68,300 to $220,400 New Jersey $78,500 to $220,400 Ohio $68,300 to $176,300 Virginia $68,300 to $202,700 Washington $80,200 to $202,700#LI-NARequesting an AccommodationAccenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. 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