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Role Overview

As a CCaaS (Contact Center as a Service) Value Consultant, you will be responsible for driving strategic customer engagements that maximize the operational and financial impact of our client's CCaaS implementations. You will partner with clients to assess their CX maturity, define transformation roadmaps, and build compelling business cases that demonstrate the value of our client's platform and services.

Key Responsibilities

• Lead value consulting engagements to assess current CX capabilities and identify transformation opportunities using the CCaaS CX Value Framework

• Develop tailored business cases, including financial impact analysis and ROI projections, to support executive decision-making.

• Collaborate with cross-functional teams (sales, delivery, product, and client stakeholders) to align on strategic priorities and solution scope

• Facilitate workshops and discovery sessions to map customer journeys and define omnichannel strategies

• Support CCaaS migration initiatives by contributing to solution architecture, integration planning, and KPI definition

• Provide ongoing value tracking and continuous improvement recommendations post-implementation

• Contribute to change management and training strategies to ensure successful adoption and end-user readiness

Required Qualifications

• Bachelor’s Degree completed

• Availability to travel may be required.

• 2 to 8 years of experience in consulting, customer experience strategy, or contact center transformation.

• Strong understanding of CCaaS platforms, especially Talkdesk, and related technologies (IVR, AI chatbots, workforce management, reporting, etc.)

• Proven ability to build executive-level business cases and deliver strategic recommendations.

• Excellent communication, facilitation, and stakeholder management skills.

• Experience with data analysis, value realization frameworks, and CX maturity assessments.

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About Accenture

We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.

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