CCaaS Transformation Architect for Amazon Connect & AI
Accenture
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Job summary
Accenture Song seeks a senior CCaaS transformation leader to align delivery with business goals, lead strategic initiatives, and communicate progress to stakeholders across Canada and beyond. You will architect CCaaS migrations (on-prem to Amazon Connect), design omnichannel experiences, and guide migration strategies with AWS-based solutions.
The role requires 7+ years in CCaaS, strong AWS/AI in CX, and excellent stakeholder communication in a global context.
Qualifications
- 7+ years designing, architecting and delivering CCaaS platforms (Genesys, Amazon Connect, NICE, etc.).
- Experience migrating CCaaS platforms from legacy systems.
- Strong AWS experience and experience designing AI/ML in CX environments.
- Excellent English communication with stakeholders across Canada and beyond.
- High school diploma or GED required.
Responsibilities
- Lead end-to-end delivery of complex CCaaS projects for large clients.
- Define migration roadmaps and reference architectures for CCaaS programs.
- Collaborate with partners to design and deliver CCaaS solutions.
- Communicate goals, progress and outcomes to stakeholders.
- Design and implement omnichannel customer experiences (voice, chat, email).
Skills
Education
Tools
Job description
Accenture Song seeks a senior CCaaS transformation leader to align delivery with business goals, lead strategic initiatives, and communicate progress to stakeholders across Canada and beyond. You will architect CCaaS migrations (on-prem to Amazon Connect), design omnichannel experiences, and guide migration strategies with AWS-based solutions.
The role requires 7+ years in CCaaS, strong AWS/AI in CX, and excellent stakeholder communication in a global context.
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