Service CCaaS Technology Delivery Manager (H&PS)

Accenture • Arlington, VA

87d • $94,400 - $266,300

About The Position

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. 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.

Requirements

• 6+ years of experience in technology transformation, with a focus on CCaaS or cloud-based contact center solutions.
• 4+ years of proven track record of selling and leading large-scale transformation projects and driving organizational change.
• 4+ years of experience in strategic planning, project management, stakeholder engagement, strategic leadership and change management.
• 4+ 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.
• 4+ years of experience in aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard etc.

Nice To Haves

• Experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms.
• Experience implementing comprehensive end-to-end 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., multi-country, language, brand, etc.).
• Experience working with clients in various industry verticals such as Healthcare, Insurance, SLED - State/Local/Education, Public Sector, Non-profit etc.

Responsibilities

• Develop and implement a comprehensive CCaaS transformation strategy that aligns with the company's 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.
• Work 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.
• Develop strong working relationships with the senior management team and identify follow-on project opportunities.
• Manage and contribute to the development of the platform migration and global roll out strategy and execution.
• Work with software and technology partners to design & deliver Service-focused solutions.
• Plan and estimate 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.
• Manage day to day on-shore and off-shore project teams during the project lifecycle.
• Manage the project ideation, gathering the high-level business requirements, defining the detailed requirements and process into epics and stories.
• Manage experience-led teams in developing 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.

Benefits

• Comprehensive health insurance.
• 401k plan with company matching.
• Paid time off and holidays.
• Opportunities for professional development and certifications.
• Flexible working arrangements.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Industry: Professional, Scientific, and Technical Services
• Education Level: Bachelor's degree