Service Ccaas Technology Delivery Manager (CMT)

Accenture Song Job Opportunity

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.

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 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.

Job Requirements

Travel: As required for client support. Location: Primary residency within 90 minutes of an approved Accenture office Basic Qualifications: + 6+ years of experience in technology transformation, with a focus on CCaaS or cloud-based contact center solutions. + 4+ years of proven track record of selling and leading large-scale transformation projects and driving organizational change. + 4+ years of experience in strategic planning, project management, stakeholder engagement, strategic leadership and change management + 4+ 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. + 4+ years of experience in aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard etc. Good to have (preferred skills): + Experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms. + Experience implementing comprehensive end-to-end service center & field service software suites such as Salesforce, Oracle, Microsoft Dynamics, IFS, Genesys, Nice, Sprinklr, Twilio + Experience in algorithmic decisioning or interactive management + Strong understanding of PCI/PII security and data privacy requirements + 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.) + Experience working with clients in industry verticals such as Communications, Media, Technology etc.

Compensation

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.

Role Location Annual Salary Range California $94,400 to $266,300 Cleveland $87,400 to $213,000 Colorado $94,400 to $230,000 District of Columbia $100,500 to $245,000 Illinois $87,400 to $230,000 Maryland $94,400 to $230,000 Massachusetts $94,400 to $245,000 Minnesota $94,400 to $230,000 New York/New Jersey $87,400 to $266,300 Washington $100,500 to $245,000

Accommodation

Accenture 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 1 (877) 889-9009 or send us an email or speak with your recruiter.

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