Contact Center as a Service Delivery Lead
About the job
- At least 10 years of experience designing, architecting, and delivering cloud contact center platforms, including Amazon Connect and one or more of NICE, Twilio, Avaya, Cisco, or Genesys.
- At least 7 years of experience in strategic planning, project management, stakeholder engagement, strategic leadership, and change management.
- At least 8 years of experience aligning technology capabilities with contact center benchmarks, quality metrics, and agent scorecards.
- At least 5 years of experience designing and implementing artificial intelligence chatbots or virtual assistants and defining a comprehensive digital roadmap integrated with cloud contact center platforms.
- English proficiency is required because the role regularly interacts with English-speaking stakeholders across Canada, the United States, and other countries.
- Develop and deliver contact center as a service transformation aligned with company vision and business goals.
- Lead strategic initiatives to enhance and expand contact center as a service offerings, driving innovation and marketplace differentiation.
- Communicate transformation goals, progress, and outcomes to internal and external stakeholders.
- Monitor industry trends, emerging technologies, and competitive dynamics to inform transformation strategies.
- Identify and leverage opportunities to drive growth and enhance the value proposition of contact center as a service solutions.
- Lead the end-to-end delivery lifecycle of complex, large-scale contact center as a service technology solutions for customer channels.
- Develop working relationships with senior management and identify follow-on project opportunities.
- Manage and contribute to platform migration and global rollout strategy and execution.
- Work with software and technology partners to design and deliver contact center as a service solutions focused on customer service.
- Plan and estimate delivery work using an Agile approach, including project milestones, resource planning, scope, budget, risk identification, and mitigation planning.
- Manage onshore and offshore project teams throughout the project lifecycle.
- Manage project ideation, gather high-level business requirements, and define detailed requirements and processes as epics and stories.
- Manage experience-led teams developing strategic vision and creative user interface and user experience design.
- Interact with client stakeholders regarding business justification, funding, scope, and timelines.
- Contribute to the development of solution and program offerings, approaches, methodologies, techniques, business development tools, and organizational resources.
- At least 10 years of experience with both Waterfall and Agile software development life cycle methodologies in implementing large, complex technology platforms.
- At least 5 years of experience implementing comprehensive end-to-end service center and field service software suites such as Salesforce, Oracle, Microsoft Dynamics, IFS, Genesys, NICE, Sprinklr, or Twilio.
- Experience with algorithmic decisioning or interactive management.
- Understanding of payment card industry and personally identifiable information security and data privacy requirements.
- Leadership and communication experience managing client accounts and multidisciplinary teams.
- Experience in a consulting environment with continuing responsibilities, creativity, and innovation in complex global-scale programs.
- Experience working with clients across healthcare, insurance, state/local/education, public sector, and retail services industries.
About the company
Accenture is a global professional services firm that helps companies navigate technology-driven change. It offers strategies and services across consulting, digital, technology, and operations, with a strong emphasis on cloud, artificial intelligence, security, and enterprise reinvention. Accenture works by delivering end-to-end solutions, combining advisory work with implementation, technology platforms, and managed services to transform how organizations operate and compete in today’s digital world. The company differentiates itself through its long history as a dedicated tech-advisory arm that gained independence in 2001, its scale, and its active acquisitions—particularly since 2013—to expand capabilities in digital, cloud, and security. Its goal is to help the world’s largest corporations rethink and reshape their operations to stay ahead of rapid technological shifts.
Company Size
10,001+
Company Stage
IPO
Headquarters
Dublin, Ireland
Founded
1989
Get referred to Accenture
See people who can refer or advise you
Simplify's Take
What believers are saying
- October 1, 2026: Accenture posted $74.18 billion revenue, $84.54 billion bookings, and 1.1 book-to-bill.
- Accenture Edge launched six AWS Marketplace offerings for $300 million-$3 billion revenue mid-market clients.
- Anthropic partnership commits $1 billion over five years to AI safety work.
What critics are saying
- September 14, 2026: DOJ settlement cost Accenture Federal Services $25 million over DEI hiring.
- Fiscal 2027 guidance of 3%-6% signals growth remains tied to uneven discretionary spending.
- OpenAI, Anthropic, and Google Cloud productize AI delivery, compressing Accenture's consulting margins.
What makes Accenture unique
- Accenture combines strategy, technology, operations, and Song inside one Reinvention Services platform.
- September 22, 2026: Horizon with Google Cloud and Volvo Cars targets automotive software workflows.
- January 6, 2026: Faculty adds 400 AI specialists and safe-deployment tooling to Accenture.
Help us improve and share your feedback! Did you find this helpful?
Benefits
Health Insurance
Professional Development Budget
401(k) Retirement Plan
401(k) Company Match
Company News
Accenture reported revenue of nearly $74.2 billion for fiscal year 2026, up 6.5% year-over-year, with net income of roughly $8.5 billion. The professional services firm serves approximately 9,000 clients globally with 814,000 employees. Microsoft generated revenue of nearly $331.8 billion in FY 2026, a 17.8% increase, with net income of approximately $133.7 billion. The company's net margin reached close to 40.3%. Both companies maintained a debt-to-equity ratio of approximately 0.3x. Microsoft's free cash flow reached nearly $67.0 billion, whilst Accenture's was roughly $11.6 billion. Accenture recently addressed a $25 million settlement with the Department of Justice regarding federal contracting practices. Microsoft faces securities fraud class action lawsuits involving AI and Copilot claims, alongside antitrust scrutiny and an IRS tax audit.
Accenture shares surged 17% on Thursday after reporting strong fourth-quarter results. The company posted revenue of $18.7 billion, up 6% year-over-year, while earnings per share jumped 46% to $3.29. Management's full-year revenue growth forecast of 4.5% exceeded analyst expectations of 4%. Net bookings rose 4% to $22.2 billion. The company plans to return at least $9.5 billion to shareholders this financial year. However, TD Cowen analyst Bryan Bergin maintained a hold rating, citing concerns that the stock is fully priced at 15 times forward earnings. He cautioned that one strong quarter may represent a cyclical bounce rather than structural growth acceleration. Despite this, Wall Street remains optimistic, with a "moderate buy" consensus rating. Accenture currently offers a 3.05% dividend yield.
Accenture shares surged 20% Thursday after the company reported better-than-expected fourth-quarter results and issued its fiscal 2027 outlook. Quarterly revenue rose 6% year-over-year to $18.7 billion, whilst GAAP diluted earnings increased 46% to $3.29 per share. New bookings reached $22.2 billion. For fiscal 2027, Accenture projects revenue growth of 3% to 6% in local currency, exceeding the 3.9% analyst consensus. The company expects GAAP diluted earnings of $14.39 to $14.81 per share and an operating margin of 15.9% to 16.1%. The positive forecast boosted competitors' shares. Cognizant Technology Solutions climbed 10%, Infosys gained 8%, and IBM rose 5% in morning trading. Accenture generated $2.8 billion in free cash flow during the quarter and returned $11.5 billion to shareholders in fiscal 2026.
Accenture has announced a new collaboration with Amazon Web Services to deliver cloud and AI offerings specifically for mid-sized companies generating between $300 million and $3 billion in annual revenue. The technology bundle, available through AWS Marketplace, includes tools for virtual machine migration, cloud spending optimisation, security strengthening, and AI system risk testing. The offerings fall under Accenture Edge, a dedicated business unit serving mid-market clients. The collaboration also provides conversational AI, virtual agents, and customer service technology. 407 ETR, a Toronto-area electronic toll highway operator, is cited as an early customer. Accenture shares rose 1.6% in premarket trading following the announcement. The stock currently trades around $180, having rebounded more than 50% from June lows but remaining well below its 52-week high of $291.09.
Accenture and Google Cloud have launched Horizon, an open-source software development platform for Android Automotive Operating System, with Volvo Cars as the lead industry partner. Volvo Cars is migrating its global AAOS software development environment to Horizon, which combines cloud-native development tools, virtual testing environments, and AI-assisted workflows. The platform offers up to 9x faster software testing using virtual Android Automotive environments and reduces infotainment feature development costs by up to 40%. It also significantly cuts software build times from up to two hours to minutes through intelligent caching and optimised build pipelines. Remote access to virtual and physical device farms allows developers worldwide to build and validate software from anywhere, whilst virtual workbenches speed up onboarding of new developers from weeks to seconds.