CCaaS Solution Architect - Amazon Connect

1200 Accenture Inc Company; Montreal; On-site; CAD 99,000 - 210,000; Full time

Job summary

Accenture Song is seeking a client-facing technology leader to architect and deliver CCaaS transformations focused on Amazon Connect for large-scale programs across Canada. You will translate business goals into scalable, secure, omnichannel customer experiences and guide migration from legacy platforms.

You will lead cross-functional teams, shape roadmaps, and drive AI-enabled automation and innovative agent experiences while engaging senior stakeholders and delivering end-to-end solutions.

Qualifications

• 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 migrating 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 for this position
• 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. Due to the significant high volume of interactions with these English-speaking stakeholders, which is inherent to this position, it is not possible to reorganize the company's activities to avoid this requirement

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

Skills

CCaaS architecture

Amazon Connect

Cloud migration

Solution design

Stakeholder leadership

Agile delivery

Security & compliance

English communication

Education

High School Diploma or GED

Tools

Amazon Connect

AWS Lambda

CI/CD

Infrastructure as Code

CRM integration

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 client-facing technology leader with deep expertise in cloud contact center transformation and Amazon Connect. You combine strong solution architecture capabilities with hands‑on delivery leadership and a consulting mindset. You know how to translate business goals into scalable, secure, and modern omnichannel customer experience solutions, and you bring the technical depth and strategic perspective needed to guide complex migration programs from legacy contact center platforms to the cloud. You are equally comfortable engaging senior stakeholders, leading cross‑functional teams, shaping transformation roadmaps, and driving innovation through AI‑enabled customer and agent experiences.

The Work:

• 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

Amazon Connect and AWS Expertise

You will architect and deliver solutions using technologies such as: Amazon Connect, including contact flows, routing strategies, queues, and integrations AWS Lambda, Amazon Lex, Amazon Kinesis, and Amazon DynamoDB Amazon Connect Contact Lens and analytics capabilities CI/CD pipelines, infrastructure as code, and DevOps practices to enable scalable and efficient delivery AI and Automation You will help clients modernize customer and agent experiences by designing and integrating: Conversational AI solutions for customer engagement AI‑assisted agent copilots Intelligent workflow automation and autonomous agent experiences Generative AI services, such as Amazon Bedrock, within contact center environments

Here’s What You’ll Need

• 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 for this position
• 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. Due to the significant high volume of interactions with these English‑speaking stakeholders, which is inherent to this position, it is not possible to reorganize the company's activities to avoid this requirement

Bonus Points

• If You Have Hands‑on experience with AWS services such as Lambda, Lex, Kinesis, and DynamoDB
• Experience with Amazon Connect Contact Lens and analytics
• Experience with CI/CD, infrastructure as code, and DevOps practices
• Experience designing agent assist, copilots, workflow automation, or LLM‑based customer engagement solutions
• Experience with platforms such as Salesforce, NICE, Twilio, or Genesys
• Strong communication, stakeholder management, and leadership skills
• Consulting experience on complex, enterprise‑scale transformation programs
• Experience in industries such as Healthcare, Insurance, Public Sector, SLED, or Retail

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation, based on full‑time employment, for roles that may be hired as set forth below. The recruiting efforts for this position are intended to fill a brand new position. The base pay range shown below is intended as a guideline to reflect the majority of offers for this role. It does not represent a maximum limit — in some cases, actual compensation may exceed the range where appropriate. Information on benefits is here.

Role Location Annual Salary Range British Columbia/Ontario/New Brunswick $99,450 to $209,900 #LI-NA-FY27

About Accenture

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 Employment Opportunity Statement

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.

Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive. Explore your next step at Accenture Belong. Grow. Thrive. Join agreat place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture