Skill required:
NA - Business Transformation
Designation:
Business Transformation Senior Manager
Qualifications:
Any Graduation/Master of Business Administration
Years of Experience:
16 to 25 years
About Accenture
Accenture is a global professional services company with leading capabilities in digital, cloud and security.Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Technology and Operations services, and Accenture Song— all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 699,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities.Visit us at www.accenture.com
What would you do?
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Song, Technology, Industry X and Operations services — all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 800,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com. Contact Center Transformation will lead strategic initiatives to reinvent customer service operations across global contact centers. This role demands deep expertise in transformation strategy, operational excellence, and technology enablement (including AI, cloud platforms, and omnichannel orchestration). The ideal candidate will drive measurable improvements in customer experience, cost efficiency, and agent productivity. In this role, you will be expected to develop transformation vision, assess vision feasibility and capability gaps, plan journey management. Also, translate economic trends into industry competitive advantage, transform a business to enable profitable & sustainable growth. Develop transformation vision, assess vision feasibility and capability gaps, plan journey management. Translate economic trends into industry competitive advantage, transform a business to enable profitable & sustainable growth.
What are we looking for?
- Experience in contact center operations and transformation, with at least 5 years in a senior leadership role
- Proven track record of delivering large-scale transformation programs across industries
- Expertise in CRM and contact center platforms (Genesys, Salesforce, Dynamics 365)
- Experience working with offshore delivery centers (e.g., Cebu, Bangalore, Chennai)
- Familiarity with regulatory and compliance frameworks in customer service environments
- Exposure to strategic planning, budgeting, and risk management in transformation programs
- Ability to manage multiple stakeholders
- Ability to handle disputes
- Ability to meet deadlines
- Ability to perform under pressure
- Problem-solving skills
- Strong understanding of AI, analytics, and digital customer experience technologies
- Excellent communication, stakeholder management, and change leadership skills Roles and Responsibilities:
- Lead end-to-end transformation programs across contact center operations, including operating model redesign, process optimization, and digital enablement
- Define and implement future-state customer journeys, touchpoints, and workflows
- Drive adoption of AI-first contact center models, including CCaaS platforms and conversational AI
- Oversee deployment of platforms such as Genesys, Amazon Connect, Salesforce, or Microsoft Dynamics 365
- Collaborate with IT and architecture teams to ensure scalable and secure implementations
- Establish governance frameworks for performance tracking, workforce management, and quality assurance
- Lead initiatives to reduce AHT, improve first-call resolution, and optimize agent-to-supervisor ratios
- Partner with CX, HR, and delivery teams to align transformation goals with business outcomes
- Present transformation roadmaps and impact assessments to executive leadership and clients
- Build and mentor high-performing transformation teams across geographies
- Drive capability development and succession planning for future leaders, Any Graduation,Master of Business Administration
