Customer Service CCaaS & AI 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,  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:

1+ years of experience in Conversational AI, CCaaS, and…