CCaaS Delivery Lead

About the role

Accenture Song is seeking a senior leader to drive the end‑to‑end delivery of complex Cloud Contact Center (CCaaS) solutions. You will shape transformation programs that align with client vision, innovate the service offering, and ensure successful global roll‑outs.

Key responsibilities

• Lead the full delivery lifecycle of large‑scale CCaaS technology projects for multiple client channels.
• Develop and execute platform migration and global rollout strategies in partnership with software vendors.
• Plan and estimate delivery work using Agile methods, managing scope, budget, resources (on‑shore and off‑shore) and risk.
• Manage day‑to‑day activities of on‑shore and off‑shore project teams, translating business requirements into epics and user stories.
• Collaborate with senior client stakeholders to secure business justification, funding, and timeline commitments.
• Contribute to the evolution of solution methodologies, business development tools, and resource growth.

Required profile

• 10+ years designing, architecting and delivering cloud contact‑center platforms.
• 7+ years in strategic planning, project management and stakeholder leadership.
• Proven ability to drive innovation, manage multi‑disciplinary teams and communicate outcomes to internal and external audiences.

Required skills

• Amazon Connect
• NICE
• Twilio
• Avaya
• Cisco
• Genesys