CCaaS Engineer

Accenture; Calgary; On-site; CAD 100,000 - 150,000; Full time

Job summary

Accenture Song in Calgary is seeking a hands-on CCaaS Engineer with deep expertise in Amazon Connect and Google CCAI. You will design and implement scalable, AI-powered contact center solutions across AWS and Google Cloud, partnering with architects, developers, and business stakeholders.

You will build flows, integrate CRM and analytics, and contribute to the DevOps and migration efforts, delivering reliable, cost-efficient customer experiences in a fast-paced delivery environment.

Qualifications

• Hands-on CCaaS engineer with deep experience in Amazon Connect and Google CCAI.
• Experience designing and deploying contact-center AI across AWS and Google Cloud.
• Ability to translate requirements into scalable, robust implementations.
• Collaborates with architects, developers and stakeholders to deliver best-in-class CX.

Responsibilities

• Designs, builds, configures, and maintains CCaaS solutions on Amazon Connect and Google CCAI across voice, chat, email, and messaging channels.
• Implements contact flows, IVR logic, routing strategies, and agent workspace configurations on both platforms.
• Develops and integrates cloud-native services to support end-to-end CC workflows.
• Supports migration and integration tasks per solution architect guidance.
• Builds and maintains CI/CD pipelines and IaC across AWS and GCP environments.

Skills

Amazon Connect

Google Cloud

CCaaS

Python

Node.js

Java

Terraform

CI/CD

Tools

CloudFormation

Lambda

Dialogflow CX

Lex

Bedrock

BigQuery

Job description

We Are:

Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: www.accenture.com/song

There will never be a typical day at Accenture Song, but that’s why people love it here. The opportunities to make a difference while working on exciting client initiatives are limitless in this ever-changing space.

You Are:

A hands-on CCaaS Engineer with deep technical expertise in Amazon Connect and Google Cloud Contact Center AI (CCAI). You are passionate about building scalable, intelligent customer experience solutions that span both AWS and Google Cloud ecosystems. You thrive in fast-paced delivery environments, translate complex requirements into robust implementations, and work closely with architects, developers, and business stakeholders to deliver best-in-class contact center solutions. You are detail-oriented, a strong problem-solver, and committed to engineering excellence across both platforms.

The Work:

• Designs, builds, configures, and maintains CCaaS solutions on Amazon Connect and Google CCAI across voice, chat, email, and messaging channels.

• Implements contact flows, IVR logic, routing strategies, and agent workspace configurations on both Amazon Connect and Google CCAI platform.

• Develops and integrates cloud-native services from AWS and Google Cloud to support end-to-end contact center workflows.

• Participates in legacy platform assessments and executes migration plans to Amazon Connect or Google CCAI as defined by solution architects.

• Builds and maintains CI/CD pipelines and infrastructure-as-code (IaC) across AWS and GCP environments.

• Implements and validates integrations between CCaaS platforms and enterprise systems such as CRM (Salesforce, MS Dynamics), WFM, and ticketing tools.

• Develops AI-powered features including virtual agents, chatbots, and agent assist capabilities leveraging Amazon Lex, Bedrock, Google Dialogflow CX, and CCAI Agent Assist.

• Supports testing, QA, and UAT cycles—writing test cases, executing regression tests, and resolving defects across the full solution stack.

• Monitors platform performance, troubleshoots production issues, and implements optimizations for reliability, latency, and cost efficiency on both platforms.

• Documents technical designs, configuration guides, runbooks, and deployment procedures for client and internal use.

• Contributes to Agile ceremonies—sprint planning, standups, retrospectives—and tracks delivery progress against milestones.

Amazon Connect Engineering

• Configure Amazon Connect contact flows, routing profiles, queues, and agent hierarchies.

• Develop AWS Lambda functions and backend integrations in Python, Node.js, or Java.

• Build conversational AI experiences using Amazon Lex and integrate with Amazon Bedrock for GenAI-powered self-service.

• Implement real-time and historical analytics using Amazon Connect Contact Lens, Kinesis, and AWS reporting tools.

• Provision and manage AWS infrastructure (Lambda, DynamoDB, S3, Kinesis, API Gateway, CloudWatch) using Terraform or CloudFormation.

Google CCAI Engineering

• Build and configure virtual agents using Dialogflow CX, including intent design, entity management, and conversation flow development.

• Implement CCAI Agent Assist to deliver real-time agent guidance, smart replies, and knowledge base surfacing.

• Develop CCAI Insights configurations for post-call analytics, topic modeling, and sentiment analysis.

• Integrate Google CCAI with telephony connectors and contact center platforms via CCAI Platform (CCAIP) or partner integrations.

• Leverage Google Cloud services (Cloud Functions, Pub/Sub, BigQuery, Vertex AI) to build supporting backend workflows and analytics pipelines.

• Provision GCP resources using Terraform or Google Cloud Deployment Manager.

Migration & Integration Engineering

• Execute phased migration tasks from legacy contact center platforms to Amazon Connect or Google CCAI.

• Build and validate API-based integrations with CRM, WFM, and enterprise backend systems on both platforms.

• Support cutover planning, data migration, and rollback procedures to ensure business continuity.

• Conduct technical testing and performance benchmarking pre- and post-migration.

AI & Automation Engineering

• Design and tune conversational AI flows across Amazon Lex / Bedrock and Google Dialogflow CX / Vertex AI.

• Implement agentic AI capabilities such as autonomous virtual agents and AI-assisted agent copilots on both platforms.

• Apply prompt engineering, RAG pipelines, and grounding techniques to optimize GenAI performance in CX contexts.

• Integrate CCAI Agent Assist and Amazon Q in Connect to deliver intelligent, real-time agent support.

DevOps & Cloud Engineering

• Maintain IaC templates and automate provisioning across AWS (CloudFormation, CDK) and GCP (Terraform, Deployment Manager).

• Implement and manage CI/CD pipelines using AWS CodePipeline, Google Cloud Build, GitHub Actions, or Jenkins.