Service CCaaS Technology Delivery Lead

Accenture•Chicago, IL

3d•Remote

About The Position

Accenture Song is seeking a Service CCaaS Technology Delivery Lead to develop and implement comprehensive CCaaS transformation strategies. This role involves leading strategic initiatives to enhance CCaaS offerings, staying updated on industry trends, and communicating progress to stakeholders. The position is highly client-facing, responsible for the end-to-end delivery lifecycle of complex, global, and large-scale Service technology solutions for customer channel and CCaaS solutions. The lead will build strong relationships with senior management, identify follow-on project opportunities, and manage platform migration and global rollout strategies. This includes planning and estimating delivery work using an Agile approach, managing on-shore and off-shore project teams, defining requirements into epics and stories, and managing experience-led teams in developing strategic vision and creative UI/UX design. The role requires interaction with client stakeholders for business justification, funding, scope, and timeline, and contributes to the ongoing development of solution/program offering approaches and methodologies.

Requirements

8+ years of experience in technology transformation, with a focus on CCaaS or cloud-based contact center solutions.
7+ years of proven track record of selling and leading large-scale 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.

Nice To Haves

Minimum 10 years of experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms.
5+ years of experience implementing comprehensive end-to-end service center & field service software suites such as Salesforce, Oracle, Microsoft Dynamics, IFS, Genesys, Nice, TalkDesk, 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, Retail Services 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.
Stay abreast of industry trends, emerging technologies, and competitive dynamics to inform transformation strategies.
Identify and leverage new opportunities to drive growth and enhance the value proposition of our CCaaS solutions.
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 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.