Arlington, Virginia

Organization: Accenture Federal ServicesLocation: Arlington, VAWe are:Accenture Federal Services, bringing together commercial innovation with the latest technology to unleash the potential for our federal clients. Every day we bring bold thinking and diverse disciplines to solve problems in new ways. Ready to learn as much as you can We’ll give you numerous opportunities of formal & informal training sessions to keep your tech smarts sharp.You are:A subject matter expert in Contact Center operations design & delivery with a focus on customer experience strategy, customer engagement and digital solutions. This role may lead shaping, solutioning, implementation, and delivery of complex contact center programs – including tasks and activities in support of a customer experience transformation. This role will contribute to Accenture Federal Services (AFS) building and scaling contact center operations and managed services across the federal government.

The work:- Serve as overall solution architect and sales lead for Contact Center opportunities –designing and creating solutions that optimize the customer experience outputs using digital solutions and customer insight.- Leads the development and execution of end-to-end operational strategies and plans that enhance the client and consumer experience and successful execution of Contact Center pursuits.- Supports and engages with internal AFS teams to respond to proposals for existing and/or new work across multiple clients.- Establishes partnerships with internal AFS teams to build upon opportunities and convert existing and/or new work into modern full-service contact center operations. This involves promoting innovative service transformation solutions that achieve client vision.- Contribute to overall solution and service design, including operating model, service standards, and staffing pyramid, as well as staff vetting and hiring to build a high performing team that successfully delivers outcomes for targeted client priorities.

• Bachelor’s degree (minimum)• 5 to 7 years’ work experience managing large scale contact center operations (+150 agents) – experience supporting Federal Government clients preferred; • Experience building and managing delivery of outsourced professional services, with proven success in scaling customer experience solutions• Knowledge of procurement processes and the ability to participate and respond to RFPs• Ability to communicate business objectives and operational outcomes – including the ability to learn and promote service outcomes accomplishable with emerging technologies and services such as intelligent IVR, virtual agents/chatbots, and robotic process automation - to successfully solve complex business needs• Proven ability to assess and provide strategic guidance to resolve mission critical problems, create outcome focused policies, and establish procedures that achieve business objectives• Experience managing complex programs with aggressive timelines, demanding service standards, and consistently meeting Clients’ expectations with precisionBonus Points:• A record of successfully managing financials and budget plans in a variety of contract types (FFP, T&M, Cost Plus, etc.)• Knowledge of and experience working with Salesforce and/or ServiceNow• Knowledge of Federal Customer Service / Contact Center environment is highly preferredEligibility Requirements:• US Citizens, no duals

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.

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 (https://www.accenture.com/us-en/about/inclusion-diversity/us-workforce)

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 (https://www.accenture.com/\_acnmedia/Careers/PDF-9/Accenture-Annual-Policy-Statement-Regarding-EEO-2018-Applicant.pdf) .

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 (https://www.accenture.com/us-en/contact-us) 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.

Arlington, Virginia

Accenture is a global management consulting, technology services and outsourcing company. Combining unparalleled experience, comprehensive capabilities across all industries and business functions, and extensive research on the world’s most successful companies, Accenture collaborates with its clients to help them become high-performance businesses and governments.

Working with Accenture in the United States,  you can join ranks with more than 211,000 people in 120 countries and work with clients in nearly every major industry worldwide, including 96 of the Fortune Global 100, more than three-quarters of the Fortune Global 500 and government agencies around the world. Accenture’s people build careers in different areas of business, specifically Consulting, Technology and Outsourcing, as well as within our internal corporate functions.

With the breadth of talent our people have, they not only build strong careers, they offer their talents and skills to help clients and communities around the world.

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