Cloud CCaaS Engineer - AWS & Google Cloud

Accenture; Toronto; On-site; CAD 69,000 - 119,000; Full time

Job summary

Accenture is seeking a hands-on CCaaS Engineer with deep experience in Amazon Connect and Google CCAI to design and deliver scalable contact center solutions for Canadian clients. You will translate complex requirements into robust cloud-native implementations across AWS and Google Cloud, working with architects, developers, and business stakeholders.

You will build CCaaS features, migrate legacy platforms, develop CI/CD pipelines, and integrate with CRM/WFM systems, ensuring reliability,

Qualifications

• 3+ years hands-on CCaaS/engineering with Amazon Connect and/or Google CCAI.
• Configuring contact flows, IVR, and routing on Amazon Connect and Google CCAI.
• Experience with Lambda, Dialogflow CX, and AI features.
• Proficient in Python, Node.js, or Java.
• Experience with AWS and Google Cloud services and IaC.
• English required for collaboration across Canada and beyond.

Responsibilities

• Designs, builds, configures, and maintains CCaaS on Amazon Connect and Google CCAI.
• Implements contact flows, IVR logic, and routing across platforms.
• Develops and integrates cloud-native services for end-to-end workflows.
• Migrations from legacy platforms to Connect or CCAI.
• Builds CI/CD pipelines and IaC across AWS and GCP.
• Implements and validates integrations with CRM, WFM, and ticketing tools.
• Develops AI-powered features like virtual agents and agent assist.
• Supports testing, QA, UAT and monitors performance and cost.
• Documentation and participation in Agile ceremonies.

Skills

English (Fluent)

Agile/Scrum experience

Education

High school diploma or GED

Tools

Amazon Connect

Google CCAI

Dialogflow CX

Vertex AI

Python

Node.js

Java

Terraform

CloudFormation

CDK

CI/CD tools (GitHub Actions, Jenkins)

REST APIs

Job description

Accenture is seeking a hands-on CCaaS Engineer with deep experience in Amazon Connect and Google CCAI to design and deliver scalable contact center solutions for Canadian clients. You will translate complex requirements into robust cloud-native implementations across AWS and Google Cloud, working with architects, developers, and business stakeholders.

You will build CCaaS features, migrate legacy platforms, develop CI/CD pipelines, and integrate with CRM/WFM systems, ensuring reliability,