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Accenture

CCaaS Delivery Lead

Toronto, ON, Canada
Ottawa, ON, Canada
Montreal, QC, Canada
Vancouver, BC, Canada
Calgary, AB, Canada

Job type: Full-time
Posting language: English
Posted: Sep 24, 2026

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Original job description

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. Visit us at: Accenture Song

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. Due to the significant high volume of interactions with these English-speaking stakeholders, which is inherent to this position, it is not possible to reorganize the company's activities to avoid this requirement.

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.

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, based on full-time employment, for roles that may be hired as set forth below. The recruiting efforts for this position are intended to fill a brand new position. The base pay range shown below is intended as a guideline to reflect the majority of offers for this role. It does not represent a maximum limit - in some cases, actual compensation may exceed the range where appropriate.

Information on benefits is here:

Role Location Annual Salary Range

British Columbia/Ontario/New Brunswick $131,700 to $278,100

AND

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 approximately 791,000 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 AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

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, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

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More about this job

Responsibilities

The Delivery Lead will manage the end-to-end delivery lifecycle of complex CCaaS technology solutions while fostering strong relationships with senior management and client stakeholders. They are responsible for planning delivery work using Agile methodologies, managing project teams, and defining business requirements to drive successful platform migrations.

Requirements

Candidates must have over 10 years of experience in designing and delivering Cloud Contact Center platforms such as Amazon Connect, NICE, or Genesys. Additionally, a minimum of 5 years of experience in implementing AI chatbots and digital roadmaps is required to support this client-facing leadership role.

Skills

Amazon Connect
Cloud Contact Center
Agile
Project Management
Stakeholder Engagement
Change Management
AI Chatbot
Virtual Assistant
Digital Roadmap
UI/UX Design
Strategic Planning
Platform Migration
Salesforce
Oracle
Microsoft Dynamics
Genesys

Visa sponsorship

Not detected in the job text

Keywords

CCaaS
Amazon Connect
NICE
Twilio
Avaya
Cisco
Genesys
Agile
Waterfall
Cloud Computing
AI
Chatbot
Virtual Assistant
Salesforce
Oracle
Microsoft Dynamics
UI/UX
PCI
PII
Data Privacy
Strategic Planning
Change Management
Project Management
Consulting
Digital Transformation
Customer Experience
Resource Planning
Stakeholder Management
Business Requirements

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