Customer Service CCaaS Technology Lead
4 weeks ago
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 delivery of CCaaS solutions, 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.
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.
- 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.
About Accenture:
Accenture is a global professional services company that helps clients improve their performance by driving innovation, delivering services, and creating solutions.
Equal Employment Opportunity Statement:
We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status, or any other basis as protected by federal, state, or local law.
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