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About the Role

Accenture Song accelerates growth and value for our clients through sustained customer relevance. We help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. There will never be a typical day at Accenture Song, but the opportunities to make a difference while working on exciting client initiatives are limitless.

Responsibilities

• Develop and deliver CCaaS transformation aligned with company vision and business goals.
• Lead strategic initiatives to enhance and expand CCaaS offerings, driving innovation.
• Communicate transformation goals, progress, and outcomes to stakeholders.
• Stay abreast of industry trends, emerging technologies, and competitive dynamics to inform strategies.
• Identify and leverage new opportunities to drive growth and enhance CCaaS solutions.
• Lead the end-to-end delivery lifecycle of complex CCaaS technology solutions for customer channels in a client-facing role.
• Develop strong working relationships with senior management and identify follow-on project opportunities.
• Manage and contribute to the development of platform migration and global roll-out strategy and execution.
• Work with software and technology partners to design and deliver CCaaS solutions focused on customer service.
• Plan and estimate delivery work using an Agile approach, focusing on project milestones, resource planning, scope, budget, and risk mitigation.
• Manage day-to-day on-shore and off-shore project teams.
• Manage project ideation, gathering high-level business requirements, and defining detailed requirements into epics and stories.
• Manage experience-led teams in developing strategic vision and creative UI/UX design.
• Contribute to the ongoing development of solution/program offering approaches, methodologies, techniques, business development tools, and growing resources.
• Lead the end-to-end solution architecture for CCaaS migration programs (on-prem to Amazon Connect).
• Define target-state architecture, transition states, and migration roadmaps.
• Design omnichannel customer experience solutions (voice, chat, email, messaging).
• Establish reference architectures, design patterns, and best practices for Amazon Connect implementations.
• Drive legacy platform assessment (Avaya, Genesys, Cisco, etc.) and define migration strategies.
• Lead phased migration approaches (lift-and-shift, re-platform, re-architect).
• Ensure business continuity, minimal downtime, and risk mitigation during migration.
• Oversee integration strategy with CRM, workforce management, and backend systems.
• Architect solutions using Amazon Connect (Contact Flows, Routing, Queues), AWS Lambda, Lex, Kinesis, DynamoDB, and Amazon Connect Contact Lens & analytics.
• Design scalable, secure, and cost-optimized AWS architectures.
• Implement CI/CD, infrastructure as code, and DevOps practices.
• Design and integrate Agentic AI solutions to enhance customer and agent experiences.
• Integrate GenAI services (e.g., Amazon Bedrock) into contact center workflows.

Requirements

• 7+ years of experience in designing, architecting and delivering in any one of the following Cloud Contact Center platforms: such as Genesys, Amazon Connect, NICE, Twilio, Avaya, Cisco etc.
• Proven experience in CCaaS platforms, especially Amazon Connect.
• Strong experience in contact center migrations from legacy platforms.
• Hands-on expertise with AWS cloud services.
• Experience designing AI/ML or GenAI-driven solutions in CX environments.
• Strong understanding of APIs & microservices architecture.
• Strong understanding of Event-driven architecture.
• Strong understanding of Security & compliance in cloud environments.
• 8+ years of experience in aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard etc.
• 5+ years of experience in Design and implement AI chatbot/ Virtual assistant and define a comprehensive digital roadmap to integrate with cloud contact center platforms.
• English is required for this position as this role will regularly interact with stakeholders across Canada, US and other countries across our Global footprint where English is the common language.
• A minimum of a high school diploma or GED is required for this position.
• Minimum 10 years of experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms.
• 7+ years of experience in strategic planning, project management, stakeholder engagement, strategic leadership and change management.
• 5+ years of experience implementing comprehensive end-to-end service center & field service software suites such as Salesforce, Oracle, Microsoft Dynamics, IFS, Genesys, Nice, Sprinklr, Twilio.
• Experience in algorithmic decisioning or interactive management.
• Strong understanding of PCI/PII security and data privacy requirements.
• Exceptionally strong leadership & communication skills to effectively manage client accounts and multidisciplinary teams.
• Experience in a consulting environment with demonstrated record of continuing responsibilities, creativity, and innovation in a complex global scale program (e.g., multi-country, language, brand, etc.).
• Experience working with clients in various industry verticals such as Healthcare, Insurance, SLED – State/Local/Education, Public Sector, Retail Services etc.

Skills

• CCaaS transformation
• CCaaS offerings
• Amazon Connect
• AWS Lambda
• AWS Lex
• AWS Kinesis
• AWS DynamoDB
• Amazon Connect Contact Lens
• AWS architecture
• CI/CD
• Infrastructure as Code
• DevOps
• Agentic AI
• Autonomous AI agents
• AI-assisted agent copilots
• Conversational AI
• LLMs
• GenAI
• Amazon Bedrock
• APIs
• Microservices architecture
• Event-driven architecture
• Cloud security
• Cloud compliance
• Agile SDLC
• Waterfall SDLC
• Project management
• Stakeholder engagement
• Strategic leadership
• Change management
• Salesforce
• Oracle
• Microsoft Dynamics
• IFS
• Genesys
• Nice
• Sprinklr
• Twilio
• Algorithmic decisioning
• Interactive management
• PCI security
• PII security
• Data privacy
• Leadership
• Communication skills
• Client account management
• Multidisciplinary team management
• Consulting
• Global program management

Location

• British Columbia
• Ontario
• New Brunswick

Work Type

• Full-time

Experience Level

• 7+ years
• 8+ years
• 5+ years
• 10+ years

Education Level

• High school diploma or GED

Salary/Compensations

• $99,450 to $209,900

Benefits

• Information on benefits is here.

About the Company

• Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale.
• We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries.
• Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships.
• We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability.
• Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships.
• We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
• Visit us at www.accenture.com

Equal Opportunity

• We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.
• Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.