CCaaS Tech Lead: AWS & Agentic AI Architect

Accenture PLC

Washington (District of Columbia)

On-site

USD 140,000 - 210,000

Full time

3 days ago

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Job summary

Accenture is seeking a CCaaS Tech Lead to drive end-to-end technical leadership across contact center modernization and agentic AI engagements. You will shape architecture for CCaaS platforms (Amazon Connect, Genesys, NICE) and guide cloud, integrations, security and operational resilience with delivery leads and client IT stakeholders.

You will own the technical approach for deployments, oversee migrations, and translate agentic use-case designs into production-ready workflows.

Qualifications

7+ years in technical delivery or architecture.
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Led CCaaS or contact center transformation initiatives.
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Strong background in cloud-based architectures and enterprise integrations.
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University degree required.
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Experience with agentic AI, automation, or conversational AI.
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Strong API and integration pattern knowledge.
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English required for cross-border interactions in US/Canada/global roles.
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Responsibilities

Own and shape technical architecture for CCaaS and agentic solutions.
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Define TO-BE architecture and blueprints, covering platform, cloud, integration, security and analytics.
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Provide technical direction across CCaaS platforms (Amazon Connect, Genesys, NICE) and AWS services.
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Lead design and implementation of CCaaS capabilities (routing, IVR, queues, omnichannel).
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Guide CCaaS migrations and modernization initiatives including cutover planning.
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Lead technical design of agentic AI solutions and orchestration.
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Translate use-case designs into production-ready workflows and manage dependencies.
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Own integrations between CCaaS and enterprise systems; guide cloud setup and security.
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Ensure security, compliance, and operational resilience requirements are met.
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