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Accenture · 18 hours ago

Service CCaaS Technology Delivery Manager (H&PS)

Arlington, VA

Full-time

Hybrid

Mid, Senior Level

$94K/yr - $266K/yr

6+ years exp

Accenture is a leading agency focused on delivering exceptional customer experiences. They are seeking a Service CCaaS Technology Delivery Manager to develop and implement a transformation strategy for CCaaS offerings, lead strategic initiatives, and manage complex technology solutions for customer channel solutions.

Business Information SystemsConstructionConsultingInformation ServicesInformation TechnologyInfrastructureManagement ConsultingOutsourcing

No H1B

Responsibilities

Works 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

Develops 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

Qualification

CCaaS transformation strategyTechnology transformationStakeholder engagementCCaaS technologiesProject managementAgile SDLCWaterfall SDLCStrategic planningChange managementClient engagementLeadership skillsCommunication skillsTeam management

Required

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

Preferred

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