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 nation’s 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: The Service Transformation Offering Lead 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.
S/He will be 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.
Further, the s/he 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.
The Work: Enable delivery teams to deliver outcomes on time with high quality and on budget Manager should be able to 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 Here Is What You Need: Bachelors Degree or 5 years of equivalent industry experience Contact Center Assessment, Strategy, & Transformation experience Experience with one of the following: Contact Center Operations, Omni-channel Customer Service or CRM experience Project management experience Experience in sales or delivery Bonus Points If: Advanced Degree 10 years of industry 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.
Strong financial analysis and business case development skills Excellent client relationship development skills Strong communication (written and oral) skills The Extras: US Citizenship Required As required by theColorado Equal Pay Transparency Act, Accenture Federal Services provides a reasonable range of minimum compensation for roles that may be hired in Colorado.
Actual compensation is influenced by a wide array of factors including but not limited to skill set, level of experience, and specific office location.
For the state of Colorado only , the range of starting pay for this role is $137,700
– $193,000 and information on benefits offered is here.
What We Believe We have an unwavering commitment to diversity with the aim that every one of our people has a full sense of belonging within our organization.
As a business imperative, every person at Accenture has the responsibility to create and sustain an inclusive environment.
Inclusion and diversity are fundamental to our culture and core values.
Our rich diversity makes us more innovative and more creative, which helps us better serve our clients and our communities.
Read more here Equal Employment Opportunity Statement Accenture is an Equal Opportunity Employer.
We believe that no one should be discriminated against because of their differences, such as age, disability, ethnicity, gender, gender identity and expression, religion or sexual orientation.
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.
Accenture is committed to providing veteran employment opportunities to our service men and women.
For details, view a copy of the Accenture Equal Opportunity and Affirmative Action Policy Statement .
Requesting An Accommodation Accenture is committed to providing equal employment opportunities for persons with disabilities or religious observances, including reasonable accommodation when needed.
If you are hired by Accenture and require accommodation to perform the essential functions of your role, you will be asked to participate in our reasonable accommodation process.
Accommodations made to facilitate the recruiting process are not a guarantee of future or continued accommodations once hired.
If you would like to be considered for employment opportunities with Accenture and have accommodation needs for a disability or religious observance, please call us toll free at 1 (877) 889-9009, send us an email or speak with your recruiter.
Other Employment Statements 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.
Candidates who are currently employed by a client of Accenture or an affiliated Accenture business may not be eligible for consideration.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
The Company will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant.
Additionally, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the Company’s legal duty to furnish information.