Service CCaaS Technology Delivery 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: Develop and implement a comprehensive CCaaS transformation strategy that aligns with the company’s vision and business goals. Lead strategic initiatives to enhance and expand our CCaaS offerings, driving innovation and differentiation in the marketplace. Communicate transformation goals, progress, and outcomes effectively to internal and external stakeholders. Market & Technology Insights: Stay abreast of industry trends, emerging technologies, and competitive dynamics to inform transformation strategies. Identify and leverage new opportunities to drive growth and enhance the value proposition of our CCaaS solutions.The 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 office Basic 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 management7+ 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.Good to have (preferred skills):Minimum 10 years of experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms.5+ years of experience implementing comprehensive end-to-end service center & field service software suites such as Salesforce, Oracle, Microsoft Dynamics, IFS, Genesys, Nice, Sprinklr, TwilioExperience in algorithmic decisioning or interactive managementStrong understanding of PCI/PII security and data privacy requirementsExceptionally 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.)Experience working with clients in various industry verticals such as Healthcare, Insurance, SLED – State/Local/Education, Public Sector, Retail Services 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 10/30/2026.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 RangeCalifornia $132,500 to $302,400Cleveland $122,700 to $241,900Colorado $132,500 to $261,300District of Columbia $141,100 to $278,200Illinois $122,700 to $261,300Maine $112,900 to $222,500Maryland $132,500 to $261,300Massachusetts $132,500 to $278,200Minnesota $132,500 to $261,300New York $122,700 to $302,400New Jersey $141,100 to $302,400Virginia $122,700 to $278,200Washington $141,100 to $278,200#LI-NAAbout AccentureAccenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.Visit us at What We BelieveWe have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more hereRequesting 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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Further, at Accenture a criminal conviction history is not an absolute bar to employment. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information.California requires additional notifications for applicants and employees. 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