Accenture Federal Services · 1 month ago
Contact Center Lead Senior Manager
Washington, DC
Full-time
Onsite
Director/Executive
$161K/yr - $306K/yr
10+ years expAccenture Federal Services is dedicated to helping the US federal government enhance its operations and services. The Contact Center Lead Senior Manager will oversee the strategic direction and execution of operations within contact centers, focusing on customer experience transformation and leading cross-functional teams to drive measurable business value.
ConsultingFinanceInformation TechnologyManagement ConsultingOnline PortalsProfessional Services
No H1B
Security Clearance RequiredU.S. Citizen Only
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
Qualification
Required
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
Preferred
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
Benefits
Accenture Federal Services offers a wide variety of benefits.
Company
Accenture Federal Services
Accenture Federal Services is a leading US federal services company and subsidiary of Accenture.
10001+ employees
Funding
Current Stage
Late StageLeadership Team
Ron Ash
CEO and Chairman of the Board
Bharat Patel
Managing Director, AI Missions
Recent News
2026-01-01
2025-12-25
Washington Technology
2025-12-13
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