Job Description

We Are:

Accenture Songa new breed of agency thats all about the Experience. For us, customer experience is not an addon; its foundational to who we are and how we empower our clients. As the worlds largest, most disruptive agency, we drive lasting growth for clients by helping them design, build, and run meaningful experiences that make peoples 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 awardwinning campaigns so brands can engage and communicate creatively with customers at scale; and by using our topnotch skills to pilot, integrate, scale, and run the platforms that underpin the worlds 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 brands 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 endtoend 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:

Develop and implement a comprehensive CCaaS transformation strategy that aligns with the companys 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 and identify new opportunities to drive growth and enhance the value proposition of our CCaaS solutions.

Responsibilities:

• Lead the endtoend delivery lifecycle of complex, global, largescale Service technology solutions for customer channel solutions & CCaaS solutions.
• Develop strong working relationships with the senior management team and identify followon project opportunities.
• Manage and contribute to development of the platform migration and global rollout strategy and execution.
• Work with software and technology partners to design and deliver Servicefocused solutions.
• Plan and estimate delivery work with an Agile approach, focusing on project milestones, resource planning (both onshore and offshore), scope, budget, risk identification and mitigation planning.
• Manage daytoday onshore and offshore project teams during the project lifecycle.
• Manage project ideation, gather highlevel business requirements, define detailed requirements, and process into epics and stories.
• Manage experienceled teams in developing a strategic vision and creative UI/UX design.
• Interact with client stakeholders for business justification, funding, scope, and timeline.
• Contribute 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 cloudbased contact center solutions.
• 7+ years of proven track record of selling and leading largescale 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 endtoend 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., multicountry, 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:

Accenture provides a reasonable range of compensation for roles that may be hired. We accept applications on an ongoing basis and there is no fixed deadline to apply.

Information on benefits is available on the Accenture career site.

Role Location Annual Salary Range

California $132,500 to $338,300

Cleveland $122,700 to $270,600

Colorado $132,500 to $292,200

District of Columbia $141,100 to $311,200

Illinois $122,700 to $292,200

Maryland $132,500 to $292,200

Massachusetts $132,500 to $311,200

Minnesota $132,500 to $292,200

New York/New Jersey $122,700 to $338,300

Washington $141,100 to $311,200

Requesting an Accommodation

Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. 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. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

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