Impress employers and recruiters.
Choose from hundreds of resume examples.

Target Resume Now

About the Role

The CCaaS Tech Consultant supports the design, build, and delivery of contact center and agentic AI solutions, contributing hands-on technical analysis across CCaaS platforms, agentic workflows, integrations, and cloud environments. This delivery-oriented role is ideal for practitioners building depth in cloud-based contact centers, agentic AI architectures, and enterprise integrations within large-scale transformation programs.

Responsibilities

Support the technical design and configuration of CCaaS platforms across routing, IVR, queues, digital channels, and reporting.
Assist with documenting AS-IS and TO-BE technical architectures, platform capabilities, and configuration dependencies.
Support CCaaS migration and modernization initiatives, including environment readiness and foundational setup.
Support the documentation and implementation of agentic AI workflows, including agent orchestration, hand-offs, intent recognition, conversation flows, and tool/system interactions.
Assist in defining technical workflows for agentic use cases, including data sources, integrations, and dependencies.
Work closely with architects and AI specialists to align agentic designs with platform and cloud constraints.
Support analysis and documentation of system integrations between CCaaS platforms and enterprise systems.
Assist with API mapping, data flows, and dependency identification.
Contribute to technical input for security, resiliency, and operational considerations.
Assist with cloud and environment setup activities in coordination with technical leads.
Support build, configuration, unit testing, and defect triage.
Assist with SIT/UAT preparation and technical validation activities.
Produce and maintain technical artifacts, including technical workflows, diagrams, integration inventories, and configuration/build notes.
Ensure technical documentation aligns with internal delivery standards and agreed engagement scope.
Support risk, issue, and dependency tracking from a technical perspective.

Requirements

2–4 years of experience in a Technical Analyst, Associate Consultant, or Engineering support role.
Hands-on exposure to contact center technologies, cloud platforms, or enterprise systems.
Experience supporting technical delivery activities and documentation.
Foundational understanding of CCaaS platforms and contact center architectures.
Exposure to agentic or AI-enabled solutions, such as virtual agents, automation, or decision support.
Familiarity with how conversational experiences connect to backend systems and data.
Working knowledge of cloud concepts (preferably AWS).
Working knowledge of APIs and system integrations.
Working knowledge of basic troubleshooting and log analysis.
Comfortable reading and contributing to architecture diagrams and technical flows.
Experience working in agile or hybrid delivery environments.
Strong collaboration skills with architects, engineers, and functional teams.
Detail-oriented and delivery-focused mindset.
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.

Skills

CCaaS platforms (e.g., Amazon Connect, Genesys, NICE)
Agentic AI workflows
Enterprise system integrations (CRM, core banking, authentication, analytics)
Cloud concepts (AWS)
APIs
System integrations
Troubleshooting
Log analysis
Architecture diagrams
Technical flows
Agile delivery environments
Hybrid delivery environments

Location

British Columbia
Ontario

Work Type

Full-time

Experience Level

2-4 years

Education Level

University degree

Salary/Compensations

$36.25 to $60.29 per hour

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.