Contact Center Lead Senior Manager

Accenture Federal Services•Washington, DC

17d

About The Position

At Accenture Federal Services, nothing matters more than helping the US federal government make the nation stronger and safer and life better for people. Our 13,000+ people are united in a shared purpose to pursue the limitless potential of technology and ingenuity for clients across defense, national security, public safety, civilian, and military health organizations. Join Accenture Federal Services, a technology company and part of global Accenture, to do work that matters in a collaborative and caring community, where you feel like you belong and are empowered to grow, learn and thrive through hands-on experience, certifications, industry training and more. Join us to drive positive, lasting change that moves missions and the government forward! You Are: As a Contact Center Lead, you will be responsible for overseeing the strategic direction and execution of operations, consolidation and transformation within contact centers. This role will involve setting a clear vision and roadmap for customer experience transformation, leading business development efforts to drive measurable outcomes, managing multiple projects related to CCaaS platforms, and implementing workforce management and conversational AI solutions to enhance customer interactions. Additionally, you will be leading cross-functional teams, developing a unified customer data strategy, and driving measurable business value through thought leadership and market insights. This position requires a strong understanding of customer experience technology, leadership skills, and the ability to navigate complex organizational structures. The Work In this role, you will have a heavy focus on AI its impacts on the contact center operating model and operations. You will work closely with CALs, their clients, and teams to originate, sell, and deliver contact center work. Additionally, you will be expected to be visible in the industry by attending events, conferences, hosting panels, authoring articles and participating in podcasts. Overall, this position is ideal for candidates with a proven track record of successful contact center delivery and a passion for improving customer engagement. Candidates for this role would benefit from exposure to customer experience technology, leadership development, project management, and business development. Experiences that would help you be successful in this role include leading transformation initiatives, managing cross-functional teams, implementing AI solutions, and developing customer data strategies. Your ability to drive measurable business outcomes, provide thought leadership, and navigate complex organizational structures will be crucial in this role.

Requirements

10+ years delivering contact center work with roles
Familiarity with contact center functions: quality, workforce mgmt., agent, training, knowledge, intraday
Experience responding to RFI/RFQ/RFPs
Experience selling and delivering contact center work
Experience with leading a program and/or project
Experience with one or more of the following: Leadership development, Business development, Transformation initiatives, Developing customer focused strategies and/or solutions
Knowledge of contact center technologies – AWS, NICE, Genesys
Bachelors Degree or 10+ years of industry experience
US Citizenship Required
The ability to obtain and maintain a government security clearance may be required for this role

Nice To Haves

Advanced Degree
15+ years of industry experience
Motivated and proactive, with a desire to understand and address complex areas
Curiosity for learning about new technology, industry best practices, and areas of risk, analyzing and turning new insights into concrete action
Commitment to delivering tangible outcomes for customers and stakeholders
Strong written and verbal communication/interpersonal skills to effectively collaborate with cross-functional teams and stakeholders.
Excellent people management and relationship development skills
In-depth knowledge of Accenture delivery methodologies and practices

Responsibilities

Overseeing the strategic direction and execution of operations, consolidation and transformation within contact centers.
Setting a clear vision and roadmap for customer experience transformation
Leading business development efforts to drive measurable outcomes
Managing multiple projects related to CCaaS platforms
Implementing workforce management and conversational AI solutions to enhance customer interactions
Leading cross-functional teams
Developing a unified customer data strategy
Driving measurable business value through thought leadership and market insights
Work closely with CALs, their clients, and teams to originate, sell, and deliver contact center work.
Be visible in the industry by attending events, conferences, hosting panels, authoring articles and participating in podcasts.