1 day ago
Toronto, CanadaSenior
Responsibilities
- Lead end-to-end architecture and delivery for large-scale CCaaS transformation programs focused on Amazon Connect.
- Define target-state architectures, transition states, migration roadmaps, reference architectures, and implementation best practices.
- Assess Avaya, Genesys, Cisco, and other legacy contact center platforms and recommend migration approaches.
- Design omnichannel customer experience solutions across voice, chat, email, and messaging.
- Architect scalable, resilient, secure, and cost-optimized AWS-based contact center platforms.
- Define integrations with CRM, workforce management, analytics, and enterprise backend systems.
- Lead planning, estimation, staffing, budgeting, milestone definition, risk mitigation, and Agile delivery activities.
- Manage cross-functional onshore and offshore teams and translate business requirements into epics, user stories, solution designs, and implementation plans.
- Partner with client stakeholders, internal teams, and technology partners to deliver solutions and identify follow-on opportunities.
- Develop solution offerings, delivery methodologies, reusable assets, and business development materials.
- Design and integrate conversational AI, agent copilots, workflow automation, autonomous agent experiences, and generative AI services.
Requirements
- 7+ years of experience designing, architecting, and delivering CCaaS or cloud contact center solutions.
- 5+ years leading client-facing, end-to-end architecture and delivery for large-scale contact center transformation or migration programs.
- 3+ years architecting Amazon Connect solutions, including contact flows, routing, queues, and AWS service integrations.
- 3+ years designing and executing migrations from Avaya, Genesys, or Cisco to cloud-based CCaaS platforms.
- 3+ years designing omnichannel customer service solutions across voice, chat, email, and messaging.
- 3+ years integrating CCaaS platforms with CRM, workforce management, and enterprise backend systems.
- 3+ years designing cloud solutions using APIs, microservices, and/or event-driven architectures.
- Experience with security, compliance, PCI/PII, and data privacy in customer experience environments.
- Experience designing AI/ML, conversational AI, generative AI, or AI-enabled automation solutions for customer service or contact center use cases.
- A minimum of a high school diploma or GED is required.
- Preferred qualifications include hands-on AWS experience; Amazon Connect Contact Lens and analytics experience; CI/CD, infrastructure as code, and DevOps experience; agent-assist, copilot, workflow automation, or LLM-based engagement experience; Salesforce, NICE, Twilio, or Genesys experience; consulting experience; and strong communication, stakeholder management, and leadership skills.
Benefits
- Annual base salary range of $99,450 to $209,900 for roles located in British Columbia, Ontario, or New Brunswick.
- Accenture provides benefits information through its benefits portal.
- The role is a full-time position intended to fill a brand-new position.
Tech Stack
Amazon DynamoDBAWS
Categories
Solutions Engineering
About Accenture
Accenture is a global professional services firm providing management consulting, systems integration and technology, cybersecurity, and business process outsourcing for enterprises and governments. It operates a services-driven model delivering projects and managed services, often with major cloud and software partners, across industries worldwide. Headquartered in Dublin and publicly traded on the NYSE (ACN), it originated as Andersen Consulting and adopted the Accenture name in 2001.