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About the Role
Accenture Song accelerates growth and value for clients through sustained customer relevance, leveraging capabilities in growth, product and experience design, technology and experience platforms, creative, media and marketing strategy, and campaign, content and channel orchestration. This role offers limitless opportunities to make a difference while working on exciting client initiatives in an ever-changing space.
Responsibilities
- Lead the end-to-end architecture and delivery of complex, large-scale CCaaS transformation programs with a focus on Amazon Connect
- Define target-state architecture, transition states, and migration roadmaps for contact center modernization initiatives
- Assess legacy contact center platforms such as Avaya, Genesys, and Cisco, and recommend migration strategies including lift-and-shift, re-platform, and re-architecture approaches
- Design omnichannel customer experience solutions across voice, chat, email, and messaging channels
- Establish reference architectures, design patterns, and implementation best practices for Amazon Connect solutions
- Architect scalable, resilient, secure, and cost-optimized AWS-based contact center platforms
- Define integration strategies across CRM, workforce management, analytics, and enterprise backend systems
- Lead planning and estimation activities, including scope, milestones, staffing, budget, risk identification, and mitigation planning using Agile delivery approaches
- Manage cross-functional onshore and offshore teams throughout the project lifecycle
- Gather and translate business requirements into epics, user stories, solution designs, and implementation plans
- Partner closely with client stakeholders, internal teams, and technology partners to ensure successful solution delivery and identify follow-on opportunities
- Contribute to the development of solution offerings, delivery methodologies, assets, and business development materials
- Drive innovation in customer service transformation through AI-enabled automation, conversational AI, and intelligent agent experiences
- Architect and deliver solutions using technologies such as Amazon Connect, AWS Lambda, Amazon Lex, Amazon Kinesis, Amazon DynamoDB, Amazon Connect Contact Lens, CI/CD pipelines, infrastructure as code, and DevOps practices
- Design and integrate conversational AI solutions for customer engagement, AI-assisted agent copilots, intelligent workflow automation, autonomous agent experiences, and Generative AI services like Amazon Bedrock
Requirements
- 7+ years of experience designing, architecting, and delivering CCaaS or cloud contact center solutions
- 5+ years of experience leading client-facing, end-to-end architecture and delivery for large-scale contact center transformation or migration programs
- 3+ years of experience architecting Amazon Connect solutions, including contact flows, routing, queues, and AWS service integrations
- 3+ years of experience designing and executing migrations from legacy contact center platforms such as Avaya, Genesys, or Cisco to cloud-based CCaaS platforms
- 3+ years of experience designing omnichannel customer service solutions across voice, chat, email, and messaging
- 3+ years of experience integrating CCaaS platforms with CRM, workforce management, and enterprise backend systems
- 3+ years of experience designing cloud solutions using APIs, microservices, and/or event-driven architectures
- Experience with security, compliance, PCI/PII, and data privacy considerations in customer experience environments
- Experience designing AI/ML, conversational AI, Generative AI, or AI-enabled automation solutions for customer service or contact center use cases
- A minimum of a high school diploma or GED is required
Skills
- Cloud contact center transformation
- Amazon Connect
- Solution architecture
- Delivery leadership
- Consulting mindset
- Omnichannel customer experience solutions
- AI-enabled customer and agent experiences
- CCaaS
- AWS
- Contact flows
- Routing strategies
- Queues
- Integrations
- AWS Lambda
- Amazon Lex
- Amazon Kinesis
- Amazon DynamoDB
- Amazon Connect Contact Lens
- CI/CD pipelines
- Infrastructure as code
- DevOps practices
- Conversational AI
- AI-assisted agent copilots
- Intelligent workflow automation
- Generative AI
- Amazon Bedrock
- APIs
- Microservices
- Event-driven architectures
- Salesforce
- NICE
- Twilio
- Genesys
- Communication skills
- Stakeholder management
- Leadership skills
Location
- British Columbia
- Ontario
- New Brunswick
Work Type
- Full-time
Experience Level
- 7+ years of experience designing, architecting, and delivering CCaaS or cloud contact center solutions
- 5+ years of experience leading client-facing, end-to-end architecture and delivery for large-scale contact center transformation or migration programs
- 3+ years of experience architecting Amazon Connect solutions
- 3+ years of experience designing and executing migrations from legacy contact center platforms
- 3+ years of experience designing omnichannel customer service solutions
- 3+ years of experience integrating CCaaS platforms with CRM, workforce management, and enterprise backend systems
- 3+ years of experience designing cloud solutions using APIs, microservices, and/or event-driven architectures
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, sex, 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.