CCaaS & Agentic AI Consultant — Amazon Connect Focus

Accenture

Toronto

On-site

CAD 50,000 - 83,000

Full time

4 days ago

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Job summary

Accenture seeks a CCaaS Tech Consultant to design, build, and deliver contact center and agentic AI solutions. You will work with Solution Architects, AWS/CCaaS specialists, and delivery teams to translate requirements into technical artifacts.

This delivery-focused role emphasizes cloud-based contact centers, agentic AI architectures, and enterprise integrations within large transformation programs in a global footprint. Strong collaboration and documentation skills are essential.

Qualifications

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.
A University degree is required for this position.
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), APIs and system integrations, basic troubleshooting and log analysis.

Responsibilities

Support the design and configuration of CCaaS platforms across routing, IVR, queues, and reporting.
Assist with AS-IS and TO-BE architectures and documentation of platform capabilities.
Support CCaaS migration, modernization, and environment readiness initiatives.
Document agentic AI workflows, including orchestration, intents, and tool interactions.
Define technical workflows with data sources, integrations, and dependencies.
Analyze system integrations between CCaaS platforms and enterprise systems.