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Urgent! Strategy & Consulting - Global Network | SONG - Service - Cloud Contact Center Project Manager Position in Bosques de las Lomas - Accenture
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Role Overview
This role leads the delivery of CCaaS implementations and CX transformation programs, while also supporting go-to-market (GTM) strategy and business development (BD) pursuits.
The Project Manager will coordinate cross-functional teams, manage client relationships, and ensure successful execution of both delivery and pre-sales initiatives.
Key Responsibilities
Program & Project Governance: Lead steering committee meetings, track progress, and manage risks across multiple workstreams
Project Planning & Execution: Develop and maintain detailed project plans, timelines, and resource allocations for CCaaS deployments
Stakeholder Management: Serve as the primary point of contact for clients, internal teams, and vendor partners
Status Reporting: Deliver weekly status reports and facilitate regular check-ins with stakeholders to ensure transparency and alignment
Discovery & Design: Facilitate requirement gathering sessions, co-create future state roadmaps, and validate high-level architecture
Solution Delivery: Coordinate the build and configuration of IVR, omnichannel routing, outbound dialers, and customer survey tools
Integration Oversight: Manage integrations with systems like SAP, ServiceNow, and CRM platforms, ensuring seamless orchestration
Engage in pre-sales activities including client workshops, solution demos, and RFP responses
Develop business cases and ROI models to support sales pursuits
Track pipeline opportunities and coordinate staffing and resource planning for BD engagements
Collaborate with GTM teams to define solution positioning, value propositions, and competitive differentiators
Support bid management and proposal development for CCaaS opportunities
Required Qualifications
Bachelor’s Degree completed
MBA from a tier 1 institute is highly desirable.
Availability to travel may be required.
9+ years of experience in project management, preferably in CX transformation or CCaaS implementations.
Strong understanding of Talkdesk or similar CCaaS platforms (e.g., Genesys, NICE CXOne, Five9).
Proven ability to manage large-scale, multi-vendor programs with complex stakeholder environments.
Familiarity with Agile and Waterfall methodologies.
Excellent communication, leadership, and organizational skills.
Experience with tools like MS Project, JIRA, and Confluence.
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Unlock Your Strategy Consulting Potential: Insight & Career Growth Guide
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Great news! Accenture is currently hiring and seeking a Strategy & Consulting Global Network | SONG Service Cloud Contact Center Project Manager to join their team. Feel free to download the job details.
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