Customer Service Next Gen Technology Delivery Lead

This listing was posted on ITJobsWeb.

Customer Service Next Gen Technology Delivery Lead

Location:

Chicago, IL

Description:

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 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 ...Job Description 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 Qualification 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 RangeCalifornia $93,400 to $224,600Colorado $93,400 to $194,100District of Columbia $99,500 to $206,700New York $86,500 to $224,600Maryland $86,500 to $179,700Washington $99,500 to $206,700 #LI-MP #LI-NA Locations Chicago, IL,Arlington, VA,Atlanta, GA,Austin, TX,Beaverton, OR,Boston, MA,Broomfield, CO,Cincinnati, OH,Des Moines, IA,Detroit, MI,Florham Park, NJ,Hartford, CT,Houston, TX,Miami, FL,Minneapolis, MN,Mountain View, CA,Nashville, TN,New York City, NY,Philadelphia, PA,Raleigh, NC,Sacramento, CA Additional Information 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 such as for a disability or religious observance, please call us toll free at 1 (877) 889-XXXX or send us an email or speak with your recruiter. 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. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement Accenture is an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.Accenture is committed to providing veteran employment opportunities to our service men and women. 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. Further, at Accenture a criminal conviction history is not an absolute bar to employment. 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.Please read Accenture's Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.Requisition #: R00221822pca3lyuhf

Company:

Accenture

Posted:

June 27 on ITJobsWeb

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Customer Service Next Gen Technology Delivery Lead | Customer Service Representative in Customer S1

Customer Service Next Gen Technology Delivery Lead

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