Customer Service Next Gen Technology Delivery Lead

We Are: Accenture Song?a new breed of agency that?s all about the Experience. For us, customer experience is not an add-on; it?s foundational to who we are and how we empower our clients. As the world?s largest, most disruptive agency, we drive lasting growth for clients by helping them design, build, and run meaningful experiences that make people?s lives better, more productive, and more meaningful. We do this in three ways: by transforming organizations through standout products and services; by building and delivering award-winning campaigns so brands can engage and communicate creatively with customers at scale; and by using our top-notch skills to pilot, integrate, scale, and run the platforms that underpin the world?s greatest experiences. Visit us here to learn more about what makes us the Experience Agency. The digital economy has caused a massive increase in the amount and importance of digital content. Digital content and the customer experience it fuels are, together, a... vital expression of a brand?s voice and purpose. We help leading brands create and deliver the right content for the right customer at the right time for immersive, relevant experiences. We offer an end-to-end approach to the content lifecycle and cut through the complexity for improved speed to market and relevance, at scale. Our unique tools and services organize, store, and optimize content, including taxonomy, rights and asset management, analytics, and quality assurance. Job Description: We are looking for a highly effective program Delivery Lead and Service Technology Architect to join our Song team. An individual filling this role will be responsible for the overall design & success of technology focused Service Experience programs, focusing on the client relationship, financials, technology blueprint and architecture, project delivery, resourcing, and overall program health. Ideal candidates will have a consulting background and will have experience managing and architecting technology-based Service platform programs that combine strategy, service experience design, and technology disciplines. The work: Works in a highly client-facing role to lead the end-to-end delivery lifecycle of complex, global and large-scale Service technology solutions crossing customer channels, service center backoffice and field service 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 Basic Qualifications: Minimum 5+ years of experience leading the successful delivery of Service Experience platform & operations projects Minimum 5+ years of experience delivering projects which have integrated one or more of the functional capabilities listed below: Customer Service Channels (B2C, B2B) Cross-channel (Web, Mobile, Voice, Assistant) Service Experiences Service Delivery Technology Platforms (Service Center, Call Center, Field Service Operations) Service Delivery enablement (field worker, 3rd party service management) AI powered service operations Bonus points if: Minimum 5 years of experience with both Waterfall and Agile SDLC, implementing large, complex web sites, commerce applications or marketing automation platforms. 5+ years of experience implementing comprehensive service center & field service software suites such as Salesforce, Oracle, Microsoft Dynamics, IFS, Genesys, Nice, Sprinklr, Twilio 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 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 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.) Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation for roles that may be hired in California, Colorado, District of Columbia, Maryland, New York or Washington as set forth below. We accept applications on an on-going basis and there is no fixed deadline to apply. Information on benefits is here. Role Location Annual Salary Range California $93,400 to $224,600 Colorado $93,400 to $194,100 District of Columbia $99,500 to $206,700 New York $86,500 to $224,600 Maryland $86,500 to $179,700 Washington $99,500 to $206,700 #LI-MP #LI-NA About Accenture: Accenture is a leading global professional services company that helps the world's leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services?creating tangible value at speed and scale. We are a talent- and innovation-led company with 742,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world's leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and Al with unmatched industry experience, functional expertise and global delivery capability. We are uniquely able to deliver tangible outcomes because of our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song. These capabilities, together with our culture of shared success and commitment to creating 3600 value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 3600 value we create for our clients, each other, our shareholders, partners and communities. Visit us at www.accenture.com. What We Believe We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization. As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment. Inclusion and diversity are fundamental to our culture and core values. Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities. Read more here Equal Employment Opportunity Statement Accenture is an Equal Opportunity Employer. We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion, or sexual orientation. 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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Other Employment Statements Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States. Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration. Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process. The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company's legal duty to furnish information. At the heart of every great change is a great human. Every day our People of Change are doing incredible things by working together to pursue our shared purpose?to deliver on the promise of technology and human ingenuity. Come be part of our team?bring your ideas, ingenuity and determination to make a difference, and we?ll solve some of the world?s biggest challenges. Around the globe, we work with exceptional people, the latest and greatest tech and leading companies across industries to create value for our clients, people and communities. Choose a career with us, and together, let's create positive, long-lasting value. Meet our exceptional people who are living their purpose and making a real, lasting, positive difference. EXPLORE #CAREERSAZ

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