Strategy & Consulting - Global Network | SONG - Service - Cloud Contact Center Project Manager

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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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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 

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