4 days ago
Montréal, CanadaSenior
Responsibilities
- Lead the architecture and delivery of large-scale Amazon Connect CCaaS transformation programs.
- Define target-state architectures, transition states, migration roadmaps, reference architectures, and implementation best practices.
- Assess Avaya, Genesys, and Cisco contact center platforms and recommend migration approaches.
- Design omnichannel customer experiences across voice, chat, email, and messaging.
- Architect scalable, resilient, secure, and cost-optimized AWS contact center platforms.
- Define integrations with CRM, workforce management, analytics, and enterprise backend systems.
- Lead project planning, estimation, staffing, budgeting, milestone management, 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 clients, 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, intelligent workflow automation, autonomous agent experiences, and generative AI solutions.
Requirements
- At least 7 years of experience designing, architecting, and delivering CCaaS or cloud contact center solutions.
- At least 5 years of experience leading client-facing, end-to-end architecture and delivery for large-scale contact center transformation or migration programs.
- At least 3 years of experience architecting Amazon Connect solutions, including contact flows, routing, queues, and AWS service integrations.
- At least 3 years of experience migrating legacy platforms such as Avaya, Genesys, or Cisco to cloud-based CCaaS platforms.
- At least 3 years of experience designing omnichannel customer service solutions across voice, chat, email, and messaging.
- At least 3 years of experience integrating CCaaS platforms with CRM, workforce management, and enterprise backend systems.
- At least 3 years of experience 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 for customer service or contact center use cases.
- A minimum of a high school diploma or GED is required.
- English proficiency is required for regular interaction with stakeholders across Canada, the United States, and other countries.
- Preferred qualifications include hands-on AWS service experience, Amazon Connect Contact Lens and analytics, CI/CD, infrastructure as code, DevOps, agent assist, copilots, workflow automation, LLM-based customer engagement, Salesforce, NICE, Twilio, Genesys, consulting, and enterprise transformation experience.
Benefits
- Full-time role with an annual base salary range of $99,450 to $209,900 for British Columbia, Ontario, and New Brunswick.
- Benefits information is provided through Accenture's benefits resource.
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.