Federal - Contact Center Solutions Transformation Architect

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. It's what drives us to turn bold ideas into breakthrough solutions. By combining digital technologies with what works across the world's leading businesses, we use agile approaches to help clients solve their toughest problems fast-the 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 nation's 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

    Qualifications
    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.

    Locations
    DC,DC - Washington

    Equal Employment Opportunity Statement, Requesting an Accommodation, and Other Employment Statements

    Equal Employment Opportunity Statement
    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 such as for a disability or religious observance, please call us toll free at 1 (877) 889-9009 or send us an email .
    Other Employment Statements
    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.


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