CCaaS Engineer - AWS & Google Cloud Contact Center

Accenture PLC; Washington (District of Columbia); On-site; USD 90,000 - 135,000; Full time

Job summary

Accenture Song is seeking a hands-on CCaaS Engineer with deep expertise in Amazon Connect and Google CCAI. You will design, build, and maintain cross‑cloud contact center solutions across voice, chat, and messaging channels, collaborating with architects and engineers to deliver scalable CX platforms.

You will implement flows, IVR, and integrations, develop AI-powered features, and contribute to CI/CD pipelines while ensuring reliability and cost efficiency across AWS and GCP environments.

Qualifications

• Minimum 3+ years hands-on engineering with Amazon Connect, Google CCAI, or both.
• Proven experience configuring Amazon Connect flows, Lambda, Lex, and routing logic.
• Proven experience building Google Dialogflow CX agents and CCAI services.
• Proficiency in Python, Node.js, or Java.
• Experience with AWS and Google Cloud services and CI/CD practices.

Responsibilities

• Designs, builds, configures, and maintains CCaaS solutions on Amazon Connect and Google CCAI.
• Implements contact flows, IVR logic, routing strategies, and agent workspace configurations.
• Develops and integrates cloud-native services for end-to-end workflows.
• Migrate legacy platforms to Amazon Connect or Google CCAI per architects.

Skills

Amazon Connect

Google CCAI

Python

Node.js

Java

Terraform

CloudFormation

CI/CD

REST API

Agile/Scrum

Education

High school diploma or GED

Tools

AWS

Google Cloud

Terraform

CloudFormation

CDK

Job description

Accenture Song is seeking a hands-on CCaaS Engineer with deep expertise in Amazon Connect and Google CCAI. You will design, build, and maintain cross‑cloud contact center solutions across voice, chat, and messaging channels, collaborating with architects and engineers to deliver scalable CX platforms.

You will implement flows, IVR, and integrations, develop AI-powered features, and contribute to CI/CD pipelines while ensuring reliability and cost efficiency across AWS and GCP environments.