CCaaS Delivery Lead in Montréal

We Are: Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence.

You Are: Develop and deliver CCaaS transformation that aligns with the company’s vision and business goals. Lead strategic initiatives to enhance and expand our CCaaS offerings, driving innovation and differentiation in the marketplace. Communicate transformation goals, progress, and outcomes effectively to internal and external stakeholders.

Market & Technology Insights: Stay abreast of industry trends, emerging technologies, and competitive dynamics to inform transformation strategies. Identify and leverage new opportunities to drive growth and enhance the value proposition of our CCaaS solutions.

The Work:

• Works in a highly client-facing role to lead the end-to-end delivery lifecycle of complex and large-scale CCaaS technology solutions for customer channels.
• 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 CCaaS solutions focused on customer service.
• 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.

Basic Qualifications:

• 10+ years of experience in designing, architecting and delivering in Cloud Contact Center platforms: Amazon Connect and any of NICE, Twilio, Avaya, Cisco, Genesys etc.
• 7+ years of experience in strategic planning, project management, stakeholder engagement, strategic leadership and change management.
• 8+ years of experience in aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard etc.
• 5+ years of experience in Design and implement AI chatbot/ Virtual assistant and define a comprehensive digital roadmap to integrate with cloud contact center platforms.
• English is required for this position as this role will regularly interact with stakeholders across Canada, US and other countries across our Global footprint where English is the common language.

Good to have:

• Minimum 10 years of experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms.
• 5+ years of 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, Retail Services etc.