Job Summary: Lead strategic transformation programs and projects related to Contact Center and Customer Experience solutions, coordinating scope alignment and managing milestones and schedules. Key Highlights: 1. Leadership of strategic Contact Center and Customer Experience projects 2. Management of complex programs and global environments 3. Facilitation of communication between departments and executive leadership Accenture helps the world’s leading companies reinvent themselves by building their digital core and unlocking the power of AI to rapidly generate value across organizations in all industries. Our strategy is to be our clients’ preferred reinvention partner, lead the safe and scalable adoption of AI, be the most customer-centric AI-powered company, and be the best place to work. We bring together the talent of approximately 786,000 people with proprietary assets and platforms, deep process and industry expertise, and leading ecosystem relationships to deliver integrated solutions and measurable, scalable results. Through our Reinvention Services, we offer extensive expertise in Cybersecurity, Digital Core, Finance, Industry & Enterprise, Song, Supply Chain & Engineering, and Talent, with advanced capabilities in AI and Data, Industry & Processes, and Technology. We serve approximately 9,000 clients and generated approximately US$70 billion in revenue in fiscal year 2025. Visit Accenture at accenture.com. **What you’ll do daily:** * Lead strategic transformation programs and projects related to Contact Center and Customer Experience solutions. * Coordinate scope alignment, ensuring project objectives are clearly defined and sustained throughout execution. * Manage milestones, schedules, and dependencies across multiple teams and vendors, ensuring successful deliveries. * Monitor financial, contractual, and operational commitments, ensuring compliance with client-established standards. * Produce executive progress reports covering risks, deviations, and mitigation actions for local and global stakeholders. * Facilitate communication among technical teams, business units, and executive leadership to promote alignment and informed decision-making. * Proactively identify, assess, and mitigate risks to ensure delivery continuity and program success. **What we’re looking for in the person joining our team:** * Minimum of 8 years of experience in Program/Project Management. * Proven experience in Call Center projects. * Experience implementing Contact Center solutions. * Advanced or higher English proficiency. * Experience managing complex programs and global environments. **Additionally, desirable knowledge includes:** * Familiarity with Contact Center as a Service (CaaS) platforms such as Genesys, NICE, AWS Connect, Microsoft Dynamics, and Google CCAI. * Experience with corporate telephony architecture, including Asterisk, SBCs, and recording solutions. * Participation in automation projects leveraging Artificial Intelligence and Virtual Agents. * Knowledge of Cloud infrastructure (AWS, Azure, GCP) and Networking. * Advanced Spanish proficiency. * Completed undergraduate degree in Technology, Engineering, Business Administration, or related fields. **Work Tools\*:** Corporate car * Fuel allowance * As per current policy. **Benefits:** Medical Assistance – 100% company-subsidized (for employee and dependents) Dental Assistance ️ Meal or Food Allowance – no payroll deduction ️ Life Insurance Private Pension Plan ️ Welhub Option to purchase company stock at a discount Pharmacy Discount Childcare Assistance Language school partnership Extended Maternity and Paternity Leave Profit-Sharing Program (PPR) * As per current policy. **Job Location:** Rio de Janeiro
João Silva
Indeed · HR
João Silva
Indeed · HR
