CCaaS Tech Consultant - Amazon Connect

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Quick Summary

Overview

We Are: Accenture Song, a new breed of agency that’s all about the experience. For us, customer experience is not an add-on; it’s foundational to who we are and how we empower our clients.

Technical Tools

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Responsibilities

~1 min read

Support the technical design and configuration of CCaaS Amazon Connect platform across routing, IVR, queues, digital channels, and reporting.
Assist with documenting AS‑IS and TO‑BE technical architectures, platform capabilities, and configuration dependencies.
Support CCaaS migration and modernization initiatives, including environment readiness and foundational setup.

Support the documentation and implementation of agentic AI workflows, including:
- Agent orchestration and hand‑offs
- Intent recognition and conversation flows
- Tool and system interactions (front‑ and back‑office)
Assist in defining technical workflows for pre‑identified agentic use cases, including data sources, integrations, and dependencies.
Work closely with architects and AI specialists to align agentic designs with platform and cloud constraints.

Support analysis and documentation of system integrations between CCaaS platforms and enterprise systems (CRM, core banking, authentication, analytics).
Assist with API mapping, data flows, and dependency identification.
Contribute to technical input for security, resiliency, and operational considerations.

Assist with cloud and environment setup activities in coordination with technical leads (e.g., AWS landing zones, connectivity, access).
Support build, configuration, unit testing, and defect triage.
Assist with SIT/UAT preparation and technical validation activities.

Produce and maintain technical artifacts, including:
- Technical workflows and diagrams
- Integration inventories
- Configuration and build notes
Ensure technical documentation aligns with internal delivery standards and agreed engagement scope.
Support risk, issue, and dependency tracking from a technical perspective.

Requirements

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2-4 years of experience working with contact center technologies, cloud platforms, or enterprise systems, including hands-on experience with Amazon Connect.
Experience supporting Amazon Connect implementations, migrations, and modernization initiatives within enterprise contact center environments.
Exposure to agentic AI frameworks or automation platforms.
Experience supporting technical delivery activities and documentation.
A University degree is required for this position.
Foundational understanding of CCaaS platforms and contact center architectures.

Exposure to agentic or AI‑enabled solutions, such as virtual agents, automation, or decision support.
Familiarity with how conversational experiences connect to backend systems and data.

Working knowledge of:
- Cloud concepts (preferably AWS)
- APIs and system integrations
- Basic troubleshooting and log analysis
Comfortable reading and contributing to architecture diagrams and technical flows.

Experience working in agile or hybrid delivery environments.
Strong collaboration skills with architects, engineers, and functional teams.
Detail‑oriented and delivery‑focused mindset.
English is required for this position as this role will regularly interact with stakeholders across Canada, US and other countries across our Global footprint where English is the common language. Due to the significant high volume of interactions with these English-speaking stakeholders, which is inherent to this position, it is not possible to reorganize the company's activities to avoid this requirement.

Nice to Have

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Financial services or regulated‑environment experience.
Familiarity with DevOps, CI/CD, or infrastructure‑as‑code concepts.

What We Offer

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Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.