Service Ccaas Technology Delivery Lead

Accenture Song Job Opportunity

Accenture Song—a new breed of agency that's all about the Experience. For us, customer experience is 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 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.

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.

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.

Travel

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 management.
• 7+ 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, 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 various industry verticals such as Healthcare, Insurance, SLED – State/Local/Education, Public Sector, Retail Services 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 in California, Colorado, District of Columbia, Illinois, Maryland, Minnesota, New Jersey, New York or Washington as set forth below.

We accept applications on an on-going basis and there is no fixed deadline to apply.

What We Believe

We 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.

Equal Employment Opportunity Statement

Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation. 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. Accenture is committed to providing veteran employment opportunities to our service men and women.

Requesting An Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed.

Other Employment Statements

Applicants 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. 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.