1+ months

Federal - Contact Center Solutions Transformation Architect

Washington, DC 20044


Organization: Accenture Federal Services

Location: Washington, DC


Accenture Federal Services, a wholly owned subsidiary of Accenture LLP, is a U.S. company with offices in Arlington, Virginia. Accenture's federal business has served every cabinet-level department and 30 of the largest federal organizations. Accenture Federal Services transforms bold ideas indies breakthrough outcomes for clients at defense, intelligence, public safety, civilian and military health organizations.



We believe that great outcomes are everything. Its what drives us to turn bold ideas into breakthrough solutions. By combining digital technologies with what works across the worlds leading businesses, we use agile approaches to help clients solve their toughest problems fastthe first time. So, you can deliver what matters most.



Count on us to help you embrace new ways of working, building for change and put customers at the core. A wholly owned subsidiary of Accenture, we bring over 30 years of experience serving the federal government, including every cabinet-level department. Our 7,200 dedicated colleagues and change makers work with our clients at the heart of the nations priorities in defense, intel, public safety, health and civilian to help you make a difference for the people you employ, serve and protect.





The Customer Service Transformation Architect will be responsible for:



Oversight of team(s) responsible for developing a Customer Care Platform that includes:

CRM

Telephony

Workforce Management

Quality Management

Workflow/ Task Management






Basic Qualifications:




+ Bachelor's Degree and 10 years experience in the following:



+ Defining, architecting, and transforming customer care solutions.


+ Transforming customer care and back office processes, manage BPO onboarding to new customer care platform.



+ Ability to manage significant third -party dependencies as well as client stakeholder management.


+ Experience establishing an omni-channel customer care platform with 50M+ inbound and 200M+ outbound contacts.



An active security clearance or the ability to obtain one may be required for this role.




Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.



Applicants for employment in the US must have work authorization that does not now or in the future require sponsorship of a visa for employment authorization in the United States and with Accenture (i.e., H1-B visa, F-1 visa (OPT), TN visa or any other non-immigrant status).



Accenture is a Federal Contractor and an EEO and Affirmative Action Employer of Females/Minorities/Veterans/Individuals with Disabilities.

Equal Employment Opportunity



All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.



Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.



Accenture is committed to providing veteran employment opportunities to our service men and women.



Categories

Posted: 2019-03-08 Expires: 2019-09-29

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Federal - Contact Center Solutions Transformation Architect

Accenture
Washington, DC 20044

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