Job Description

Job Description

Organization: Accenture Federal Services

Location: Arlington, VA

Accenture Federal Services, helping our federal clients tackle their toughest challenges while unleashing their fullest potentialand then some. What makes our approach so unique? Operating from the nations capital, we bring together commercial innovation and leading-edge technologies to deliver an integrated and interactive experience that far exceeds expectations. How? Our passion meets purpose! Through our diverse culture and inclusive thinking, we embrace our employees' ideas taking them from concept to practical solutions. Not to mention, we sleep well at night knowing our work directly impacts and improves the way the world works. We keep our tech smarts sharp by providing abundant training and certification opportunities. Are you ready to learn and grow in a career, while making a difference?

You Are:

Service Transformation Offering Lead will clearly establish and communicate client value expectations at the outset of each project, manage to those objectives, and effectively track and communicate the value delivered. Typical work will include contact center and customer experience (CX) assessments and strategies, CRM / service technology implementations, and customer service transformational outsourcing engagements. You will enable delivery teams to deliver outcomes on time with high quality and on budget.

The Work:

* Responsible for developing, selling, and delivering the Service Transformation Offering for our Federal practice, including customer experience (CX), omni-channel customer service, and contact center transformation
* Responsible for working with existing and potential clients to shape and capture new opportunities, design and develop complex solution plans, and develop proposal content and detailed pricing estimates on these opportunities
* Will be expected to deliver operations on awarded opportunities with the expectation they will identify and execute opportunities to sell follow-on work and expand our relationship with clients
* From a delivery standpoint, the role is responsible for providing subject matter expertise, project management and oversight, and client relationship management for existing projects.

Qualifications

Here Is What You Need:

* Bachelors Degree or 5 years of equivalent industry experience
* Experience with one of the following: Contact Center Assessment, Strategy, & Transformation, Contact Center Operations, Omni-channel Customer Service, CRM experience
* Program or project management experience
* Experience in sales or delivery

Bonus Points If:

* Advanced Degree
* 10+ years of industry experience
* Experience with one or more of the following: Contact Center Assessment, Strategy, & Transformation, Contact Center Operations, Omni-channel Customer Service, CRM experience
* Experience with modern CRM/KM platforms - e.g. Salesforce, ServiceNow, Pega Contact Center, MS Dynamics, etc.
* Experience with modern telephony platforms - e.g. Nice InContact, Cisco, Avaya, Genesys, etc.
* Experience with workforce management and quality management tools - e.g. Nice InContact, Verint, Aspect, Genesys, Avaya, etc.
* Experience with modern self-help and agent assistance technologies - e.g. chatbot, voicebot, voice analytics, etc.

The Extras:

* US Citizenship Required

Important Information:

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 Federal Services.

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

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

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

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