Customer Service CCaaS Technology Lead

2 weeks ago


Chicago, Illinois, United States Hispanic Technology Executive Council Full time
Job Description:

We are seeking a highly skilled Customer Service CCaaS Technology Lead to join our team. As a key member of our organization, you will be responsible for leading the end-to-end delivery lifecycle of complex, global, and large-scale Service technology solutions for customer channel solutions and CCaaS solutions.

Key Responsibilities:
  • Lead the implementation of CCaaS technologies, ensuring projects are delivered on time, within scope, and within budget.
  • Collaborate with cross-functional teams to align project goals with business objectives.
  • Provide strategic guidance to clients on optimizing their CCaaS platforms to enhance customer experience, streamline operations, and achieve business goals.
  • Foster strong relationships with clients, acting as the primary point of contact throughout the implementation process.
Requirements:
  • 3+ years of experience in designing, architecting, and delivering cloud contact center, WFM, and analytics platforms.
  • 3+ years of experience in aligning technology capabilities with contact center benchmarks, quality metrics, and agent scorecard.
  • Experience with Service channel experience design, implementation, and execution.
  • Strong understanding of PCI/PII security and data privacy requirements.
  • Strong knowledge of project management methodology, including the ability to develop detailed work plans and specifications, identify and resolve issues, manage risk, and run team meetings.
Preferred Skills:
  • Minimum 3 years of experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms.
  • Experience with Service channel experience design, implementation, and execution.
  • Experience in algorithmic decisioning or interactive management.
  • Experience with defining, designing, and implementing a development architecture leveraging CI/CD principles.

Travel: As required for client support.

Location: Primary residency within 90 minutes of an approved Accenture office.



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