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, TalkDesk, 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 11/30/2026. 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 $338,300Colorado $132,500 to $292,200Connecticut $132,500 to $292,200District of Columbia $141,100 to $311,200Illinois $122,700 to $292,200Maine $112,900 to $249,000Maryland $132,500 to $292,200Massachusetts $132,500 to $311,200Minnesota $132,500 to $292,200New York $122,700 to $338,300New Jersey $141,100 to $338,300Ohio $122,700 to $270,600Virginia $122,700 to $311,200Washington $141,100 to $311,200#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. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.If you would like to be considered for employment opportunities with Accenture and have accommodation needs such as for a disability or religious observance, please call us toll free at View phone number on click.appcast.io or send us an email or speak with your recruiter.Equal Employment Opportunity StatementWe believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy StatementAccenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.Accenture is committed to providing veteran employment opportunities to our service men and women.Other Employment StatementsApplicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States.Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. 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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