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Customer Service Next Gen Technology Delivery Lead

Company: Accenture
Location: Bentonville
Posted on: June 5, 2024

Job Description:

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



          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.

          Accenture is committed to providing veteran employment opportunities to our service men and women.

          For details, view a copy of the Accenture Equal Employment Opportunity and Affirmative Action Policy Statement .

          Requesting An Accommodation

          Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed. If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process. Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.

          If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.

          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.

Keywords: Accenture, Rogers , Customer Service Next Gen Technology Delivery Lead, IT / Software / Systems , Bentonville, Arkansas

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