CCaaS Tech Consultant - Amazon Connect

Accenture; Toronto; On-site; CAD 50,000 - 83,000; Full time

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.

Skills

CCaaS experience

Cloud platforms

APIs

Education

University degree

Tools

Amazon Connect

Genesys

NICE

Job description

We Are

Accenture Song, a new breed of agency that’s all about the experience. For us, customer experience is not an add‑on; it’s foundational to who we are and how we empower our clients. As the world’s largest, most disruptive agency, we drive lasting growth for clients by helping them design, build, and run meaningful experiences that make people’s lives better, more productive, and more meaningful. We do this in three ways: by transforming organizations through standout products and services; by building and delivering award-winning campaigns so brands can engage and communicate creatively with customers at scale; and by using our top-notch skills to pilot, integrate, scale, and run the platforms that underpin the world’s greatest experiences. Visit us here to learn more about what makes us the Experience Agency.

The digital economy has caused a massive increase in the amount and importance of digital content. Digital content and the customer experience it fuels are, together, a vital expression of a brand’s voice and purpose. We help leading brands create and deliver the right content for the right customer at the right time for immersive, relevant experiences. We offer an end-to-end approach to the content lifecycle and cut through the complexity for improved speed to market and relevance, at scale. Our unique tools and services organize, store, and optimize content, including taxonomy, rights and asset management, analytics, and quality assurance.

The Work

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. The role bridges functional intent and technical execution, working closely with Solution Architects, AWS / CCaaS specialists, and delivery teams to translate requirements into implementable technical artifacts.

This is a delivery‑oriented role, ideal for practitioners building depth in cloud-based contact centers, agentic AI architectures, and enterprise integrations within large‑scale transformation programs.

Key Responsibilities

CCaaS Technical Support

• Support the technical design and configuration of CCaaS platforms (e.g., Amazon Connect, Genesys, NICE) 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.

Agentic AI & Automation Support

• Support the documentation and implementation of agentic AI workflows, including:
• Agent orchestration and hand‑offs
• Intent recognition and conversation flows
• Tool and system interactions (front-and-back-office)
• Assist in defining technical workflows for pre-identified 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.

Integration & Data Enablement

• Support analysis and documentation of system integrations between CCaaS platforms and enterprise systems (CRM, core banking, authentication, analytics).
• Assist with API mapping, data flows, and dependency identification.
• Contribute to technical input for security, resiliency, and operational considerations.

Delivery & Environment Support

• Assist with cloud and environment setup activities in coordination with technical leads (e.g., AWS landing zones, connectivity, access).
• Support build, configuration, unit testing, and defect triage.
• Assist with SIT/UAT preparation and technical validation activities.

Documentation & Governance

• Produce and maintain technical artifacts, including:
• Technical workflows and diagrams
• Integration inventories
• Configuration and build notes
• Ensure technical documentation aligns with internal delivery standards and agreed engagement scope.
• Support risk, issue, and dependency tracking from a technical perspective.

Basic 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
• 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. 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.

Nice to Have

• Experience supporting CCaaS migrations or Amazon Connect implementations.
• Exposure to agentic AI frameworks or automation platforms.
• Financial services or regulated-environment experience.
• Familiarity with DevOps, CI/CD, or infrastructure‑as‑code concepts.

Compensation

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 Hourly Salary Range

British Columbia/Ontario/New Brunswick $36.25 to $60.29