Song/Customer Tech: Customer Service CCaaS Transformation Senior Manager

Accenture • Minneapolis, MN

399d • $131,100 - $338,300

About The Position

The Customer Service CCaaS Transformation Senior Manager at Accenture Song is responsible for developing and implementing a comprehensive CCaaS transformation strategy that aligns with the company's vision and business goals. This role involves leading strategic initiatives to enhance and expand CCaaS offerings, driving innovation, and effectively communicating transformation goals to stakeholders. The position requires a strong client-facing presence and the ability to manage complex, large-scale service technology solutions.

Requirements

• 8+ years of experience in technology transformation, focusing on CCaaS or cloud-based contact center solutions.
• 7+ years of experience in selling and leading large-scale transformation projects.
• 7+ years of experience in strategic planning, project management, and stakeholder engagement.
• 7+ years of experience with CCaaS technologies and industry best practices.
• 8+ years of experience in aligning technology capabilities with contact center benchmarks.

Nice To Haves

• 10+ years of experience with both Waterfall and Agile SDLC.
• 5+ years of experience implementing comprehensive end-to-end service center software suites.
• Experience in algorithmic decisioning or interactive management.
• Strong understanding of PCI/PII security and data privacy requirements.
• Experience in a consulting environment with a record of creativity and innovation.

Responsibilities

• Develop and implement a comprehensive CCaaS transformation strategy.
• Lead strategic initiatives to enhance and expand CCaaS offerings.
• Communicate transformation goals, progress, and outcomes to stakeholders.
• Stay abreast of industry trends and emerging technologies to inform strategies.
• Identify and leverage new opportunities to drive growth in CCaaS solutions.
• Lead the end-to-end delivery lifecycle of complex service technology solutions.
• Develop strong working relationships with senior management and identify follow-on project opportunities.
• Manage the platform migration and global rollout strategy and execution.
• Work with software and technology partners to design and deliver service-focused solutions.
• Plan and estimate delivery work with an Agile approach, focusing on project milestones and resource planning.
• Manage on-shore and off-shore project teams during the project lifecycle.
• Gather high-level business requirements and define detailed requirements 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.

Benefits

• Diversity and inclusion programs
• Equal employment opportunity policies
• Reasonable accommodation for disabilities or religious observances

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Industry: Professional, Scientific, and Technical Services
• Education Level: No Education Listed