2 days ago
Montréal, CanadaMid Level
Responsibilities
- Design, build, configure, and maintain Amazon Connect and Google CCAI solutions across voice, chat, email, and messaging channels.
- Implement contact flows, IVR logic, routing strategies, queues, agent hierarchies, and agent workspace configurations.
- Develop cloud-native backend services and enterprise integrations using AWS and Google Cloud services.
- Execute migrations from legacy contact center platforms, including cutover planning, data migration, rollback procedures, and performance benchmarking.
- Build conversational AI features including virtual agents, chatbots, Agent Assist, agent copilots, prompt and RAG workflows, and grounding techniques.
- Create and maintain infrastructure-as-code templates and CI/CD pipelines across AWS and GCP.
- Integrate contact center platforms with CRM, workforce management, ticketing, telephony, and enterprise backend systems.
- Support testing, QA, UAT, regression testing, defect resolution, production monitoring, incident response, and reliability optimization.
- Document technical designs, configurations, runbooks, deployment procedures, and migration processes.
- Participate in Agile delivery activities and track progress against project milestones.
Requirements
- At least 3 years of experience with Amazon Connect, Google CCAI, or both.
- Proven experience configuring Amazon Connect contact flows, Lambda integrations, Lex bots, and routing logic.
- Experience building and deploying Google Dialogflow CX virtual agents and integrating CCAI Agent Assist and Insights.
- Proficiency in at least one of Python, Node.js, or Java.
- Working experience with AWS services including Lambda, DynamoDB, S3, Kinesis, API Gateway, and CloudWatch.
- Working experience with Google Cloud services including Cloud Functions, Pub/Sub, BigQuery, Cloud Storage, and Google Cloud Operations Suite.
- Experience with CI/CD practices and infrastructure-as-code tools such as Terraform, CloudFormation, CDK, or Cloud Deployment Manager.
- Familiarity with REST API design and integration patterns including microservices and event-driven architecture.
- Experience working on Agile/Scrum delivery teams.
- Understanding of security and compliance considerations including PCI, PII, and HIPAA in cloud contact center environments.
- English proficiency is required for frequent interaction with stakeholders across Canada, the United States, and other countries.
- A high school diploma or GED is required.
- Preferred qualifications include AWS or Google Cloud certifications, 5+ years of contact center or cloud application experience, Amazon Q in Connect, CCAIP, Vertex AI, CRM and WFM integrations, consulting experience, and experience with enterprise industry programs.
Tech Stack
Categories
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.