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 needs

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 solutions
• Develops strong working relationships with the senior management team and identifies follow-on project opportunities
• Manages and contributes to development of the platform migration and global roll out strategy and execution
• Works with software and technology partners to design & deliver Service-focused solutions
• Plans 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 planning
• Manages day to day on-shore and off-shore project teams during the project lifecycle
• Manages the project ideation, gathering the high-level business requirements, defining the detailed requirements and process into epics and stories
• Manages experience-led teams in developing strategic vision and creative UI/UX design
• Interacts with client stakeholders for business justification, funding, scope, and timeline
• Contributes to the ongoing development of solution/program offering approaches, methodologies, techniques, business development tools, and growing our resources

Travel: As required for client support. 

Location: Primary residency within 90 minutes of an approved Accenture office 

Basic 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 platforms
• 3+ 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 Experiences
  • Service Delivery Technology Platforms (Service Center, CRM, Field Service)
  • Service Delivery enablement (field worker, 3rd party service management)
  • AI powered service operations

Additional Skills Preferred:

• Experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms.
• Experience with Service channel experience design, implementation, and execution
• Experience in algorithmic decisioning or interactive management
• Experience with defining, designing, and implementing a development architecture leveraging CI/CD principles
• Strong understanding of PCI/PII security and data privacy requirements
• Strong knowledge of project management methodology including the ability to develop detailed work plans and specifications, identify and resolve issues, manage risk, and run team meetings
• Exceptionally strong leadership & communication skills to effectively manage client accounts and multidisciplinary teams
• Experience 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 11/06/2026.
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:

Role Location Annual Salary Range
California $73,800 to $218,800
Colorado $73,800 to $189,000
Connecticut $73,800 to $189,000
District of Columbia $78,500 to $201,300
Illinois $68,300 to $189,000
Maine $62,800 to $161,000
Maryland $73,800 to $189,000
Massachusetts $73,800 to $201,300
Minnesota $73,800 to $189,000
New York $68,300 to $218,800
New Jersey $78,500 to $218,800
Ohio $68,300 to $175,000
Virginia $68,300 to $201,300
Washington $80,200 to $201,300

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