Job Description:

We are looking for a highly effective technology program Delivery Lead to join our Song team. An individual filling this role will be responsible for the overall success of technology focused Service Experience programs, focusing on the client relationship, financials, project delivery, resourcing, and overall program health. Ideal candidates will have a consulting background and will have experience managing 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 solutions crossing customer channels and service center Backoffice service solutions.

• Develops strong working relationships with the senior management team and identifies follow-on project opportunities

• 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

• Manages and contributes to development of the platform migration and global roll out strategy and execution

• 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

Travel: As required for client support.

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

Basic Qualifications:

• Minimum 9 years of experience leading the successful delivery of Service Experience platform & operations projects

• Minimum 6 years of experience delivering projects which have integrated one or more of the functional capabilities listed below:

  • Customer Service Channels (B2C, B2B)

  • Cross-channel Service Experiences

  • Service Delivery Operations (Service Center, Call Center, Field Service Operations)

  • Service Delivery enablement (field worker, 3rd party management)

  • Distributed Service support networks

  • AI powered service operations

  • Service sales & marketing

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.

• 6 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 track 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, New York, or Washington as set forth below.

We accept applications on an on-going basis and there is no fixed deadline to apply.

Range of Starting Pay:

California - $136,800 to $237,600

Colorado - $131,800 to $291,100

New York - $121,400 to $336,900

Washington - $139,600 to $309,900

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