Song/Customer Tech: Customer Service CCaaS Technology 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 :

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 :

• 3+ years of experience in designing, architecting, and delivering cloud contact center, WFM and analytics platform such as NICE, Verint, Calabrio, Genesys
• 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 with contact 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 :

• Minimum 3 years of experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms.
• 3+ 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.)

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 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 $73,000 to $192,600

Colorado $73,000 to $166,400

District of Columbia $77,700 to $177,200

New York $67,600 to $192,600

Maryland $67,600 to $154,100

Washington $77,700 to $177,200

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About Accenture

Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services-creating tangible value at speed and scale.

We are a talent- and innovation-led company with 750,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships.

We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability.

We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song.

These capabilities, together with our culture of shared success and commitment to creating 360 value, enable us to help our clients reinvent and build trusted, lasting relationships.

We measure our success by the 360 value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

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