Customer Service Next Gen 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 :

We are looking for a highly effective program Delivery Lead and Service Technology Architect to join our Song team. An individual filling this role will be responsible for the overall design & success of technology focused Service Experience programs, focusing on the client relationship, financials, technology blueprint and architecture, project delivery, resourcing, and overall program health.

Ideal candidates will have a consulting background and will have experience managing and architecting technology-based Service platform programs that combine strategy, service experience design, and technology disciplines.

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 crossing customer channels, service center backoffice and field service 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

Basic Qualifications :

• Minimum 5+ years of experience leading the successful delivery of Service Experience platform & operations projects
• Minimum 5+ years of experience delivering projects 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, Call Center, Field Service Operations)
• Service Delivery enablement (field worker, 3rd party service management)
• AI powered service operations

Bonus points if :

• Minimum 5 years of experience with both Waterfall and Agile SDLC, implementing large, complex web sites, commerce applications or marketing automation platforms.
• 5+ years of experience implementing comprehensive service center & field service software suites such as Salesforce, Oracle, Microsoft Dynamics, IFS, Genesys, Nice, Sprinklr, Twilio
• 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 in California, Colorado, District of Columbia, Maryland, New York or Washington as set forth below.

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

Information on benefits is here.

Role Location Annual Salary Range

California $93,400 to $224,600

Colorado $93,400 to $194,100

District of Columbia $99,500 to $206,700

New York $86,500 to $224,600

Maryland $86,500 to $179,700

Washington $99,500 to $206,700

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