As a Cloud Contact Center Management Consulting Senior Manager, you will play a pivotal role in guiding organizations through the transformation of their contact center operations. Your expertise in cloud contact center platforms and AI technologies will be critical in designing, implementing, and optimizing solutions that enhance customer service and operational efficiency. This role involves working closely with C-suite executives and leading teams to deliver innovative strategies and solutions.

Key Responsibilities

1. Strategic Solutions. Design and implement comprehensive cloud contact center strategies using platforms such as Genesys, Amazon Connect, NICE, Twilio, Avaya, Cisco, etc.
2. AI Integration. Develop and deploy AI chatbots and virtual assistants, defining digital roadmaps for seamless integration with cloud contact center platforms.
3. Transformation Roadmaps. Create and execute strategies for contact center transformation, focusing on future-ready solutions and operational excellence.
4. Capability Assessment. Conduct assessments of contact center capabilities, develop benchmarks, and design future-state solutions that align with best practices and industry standards.
5. Insight Development. Utilize speech analytics tools (e.g., Call Miner, NICE, Verint) to derive insights, drive performance improvements, and suggest transformative ideas.
6. Business Case Development. Craft compelling business cases for transitioning to cloud-based workforce management solutions and articulate value propositions.
7. Leadership and Management. Lead small teams and manage work efforts, providing guidance and support to achieve project objectives.
8. Global Collaboration. Work effectively with global teams and stakeholders to drive successful outcomes across diverse projects and initiatives.

Basic Qualifications

• Bachelor’s Degree.
• Minimum of 10 years of experience with cloud contact center platforms (e.g., Genesys, Amazon Connect, NICE, Twilio, Avaya, Cisco).
• Minimum of 5 years of experience in designing and implementing AI chatbots and virtual assistants, with a focus on integrating these technologies with cloud contact centers.
• Minimum of 3 years of experience in creating and executing contact center transformation strategies and roadmaps.
• Proficiency in English is required due to the role's alignment with multi-national teams where English is the common language.

Preferred Qualifications

• Experience in conducting contact center capability assessments, creating benchmarks, and designing future-state solutions.
• Proficiency in using speech analytics tools to analyze call center KPIs and propose transformative solutions.
• Contributions to initiatives such as developing assets, accelerators, and point of views related to customer service channels and operations.
• Project management experience with a track record of working with global teams.

Compensation and Benefits

1. Salary Range (British Columbia). $117,200 to $272,600 per year, depending on location, role, skills, and experience.
2. Additional Benefits. Comprehensive benefits package including health, dental, and vision coverage. For more details, please visit our benefits page.

Apply Now. If you’re a strategic thinker with a passion for cloud contact center transformation and AI integration, we invite you to apply for the Cloud Contact Center Management Consulting Senior Manager position. Join Accenture to drive innovation, lead impactful projects, and shape the future of customer service.