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Federal - IVR Functional Design Manager

Job Location: DC, DC - Washington

Regional Description: Southeast

Job Number: 00675486


- Job description

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.

Overview of the role: Responsible for delivering technology innovation and providing the backbone of our Systems Integration business.

As the CCM Telephony IVR process lead in Accenture Federal Services, you will play a key role in architecting, developing, testing and managing the large and complex Cisco Call Routing platform, IVR consolidation, and accompanying Call Center Management Systems through the 4-6-month build, 6-12-month ramp cycle and ongoing operational support of the system and project.

As the CCM Deployment IVR lead, you will work closely with our client, vendors and internal project teams and are responsible for the data gathering, design, build and implementation/consolidation of vendor technologies and contact center systems.

Specifically, this role will support vendor IVR design and the consolidation of 45 separate IVRs. You will also plan the migration road map for a single interactive voice IVR within the project timeline.

The position requires specialized strategic call routing platform knowledge and call center industry, functional and technical skills, along with the ability to support multi-stream inputs.

A key part of the role is to document as is and to be designs based on data gathering sessions with all responsible teams.

Basic Qualifications:

• 5+ years experience with supporting the design, build, implementation of call center technologies, specifically IVR design. components on AWS, Azure, or another public cloud architecture
• 3 years experience with large technology implementations project working with a fast paced deployment schedule.
• 3 years experience and demonstrate ability to document, organize, and submit meeting notes and Action items with in the meeting cadence structure.
• 3 years experience demonstrating strong organizational skills and the ability to multitask and support multiple workstream data gathering sessions. 
• Bachelor's degree in Computer Science or Technology related field


Preferred skills and qualifications: 

  • Strong leadership, organizational skills and the ability to multitask
  • Ability to lead a team and define meeting cadence, manage Vendor\Client meeting sessions, and define project documentation, design\build detailed designs 
  • 1 year experience demonstrating ability to work in a fast-paced, constantly changing environment 

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.

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