CCaaS Transformation Lead

Position: CCaaS Transformation Lead at Accenture
Drive innovation and strategic change as the CCaaS Transformation Lead at Accenture Song. Focus on enhancing customer-centric technology solutions and delivering projects effectively across teams.

In this senior role, you will lead the end-to-end delivery of complex CCaaS solutions, closely aligning with Accenture's vision and business goals. You will leverage over a decade of experience in cloud contact center platforms while innovating CCaaS offerings and staying ahead of industry trends. This position emphasizes collaboration, strategic planning, and project management to engage stakeholders effectively.

Key Responsibilities:

• Lead delivery lifecycle of large-scale CCaaS solutions

• Collaborate with senior management for project opportunities

• Develop and execute platform migration and rollout strategies

• Work with partners to create customer service-focused CCaaS solutions

• Plan and estimate delivery work utilizing Agile methodologies

Requirements:

• 10+ years in Cloud Contact Center platforms

• 7+ years in strategic planning and project management

• 8+ years aligning technology and contact center benchmarks

• 5+ years designing AI chatbots for cloud integration

• Proficient in English for global stakeholder communication

Excel in leading transformative CCaaS projects while leveraging technology to enhance client service offerings.
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