CCaaS Solution Architect - Amazon Connect

Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: www.accenture.com/song

 There will never be a typical day at Accenture Song, but that’s why people love it here. The opportunities to make a difference while working on exciting client initiatives are limitless in this ever-changing space.

Develop and deliver CCaaS transformation that aligns with the company’s vision and business goals. Lead strategic initiatives to enhance and expand our CCaaS offerings, driving innovation and differentiation in the marketplace. Communicate transformation goals, progress, and outcomes effectively to internal and external stakeholders. Market & Technology Insights: Stay abreast of industry trends, emerging technologies, and competitive dynamics to inform transformation strategies. Identify and leverage new opportunities to drive growth and enhance the value proposition of our CCaaS solutions.

• Works in a highly client-facing role to lead the end-to-end delivery lifecycle of complex and large-scale CCaaS technology solutions for customer channels
• Develops strong working relationships with the senior management team and identifies follow-on project opportunities
• Manages and contributes to development of the platform migration and global roll out strategy and execution
• Works with software and technology partners to design & deliver CCaaS solutions focused on customer service
• Plans and estimates delivery work with an Agile approach, focusing on project milestones, resource planning (both on-shore and off-shore), scope, budget, risk identification and mitigation planning
• Manages day-to-day on-shore and off-shore project teams during the project lifecycle
• Manages the project ideation, gathering the high-level business requirements, defining the detailed requirements and process into epics and stories
• Manages experience-led teams in developing strategic vision and creative UI/UX design
• Contributes to the ongoing development of solution/program offering approaches, methodologies, techniques, business development tools, and growing our resources

• Architecture & Strategy
  • Lead the end-to-end solution architecture for CCaaS migration programs (on-prem to Amazon Connect).
  • Define target-state architecture, transition states, and migration roadmaps.
  • Design omnichannel customer experience solutions (voice, chat, email, messaging).
  • Establish reference architectures, design patterns, and best practices for Amazon Connect implementations.
• CCaaS Migration Leadership
  • Drive legacy platform assessment (Avaya, Genesys, Cisco, etc.) and define migration strategies.
  • Lead phased migration approaches (lift-and-shift, re-platform, re-architect).
  • Ensure business continuity, minimal downtime, and risk mitigation during migration.
  • Oversee integration strategy with CRM, workforce management, and backend systems.
• Amazon Connect Expertise, Architect solutions using,
  • Amazon Connect (Contact Flows, Routing, Queues)
  • AWS Lambda, Lex, Kinesis, DynamoDB
  • Amazon Connect Contact Lens & analytics
  • Design scalable, secure, and cost-optimized AWS architectures.
  • Implement CI/CD, infrastructure as code, and DevOps practices.
• Agentic AI & Automation, Design and integrate Agentic AI solutions to enhance customer and agent experiences
  • Autonomous AI agents for customer interaction
  • AI-assisted agent copilots
  • Conversational AI using LLMs
  • Integrate GenAI services (e.g., Amazon Bedrock) into contact center workflows.

• 7+ years of experience in designing, architecting and delivering in any one of the following Cloud Contact Center platforms: such as Genesys, Amazon Connect, NICE, Twilio, Avaya, Cisco etc.
• Proven experience in CCaaS platforms, especially Amazon Connect.
• Strong experience in contact center migrations from legacy platforms.
• Hands-on expertise with AWS cloud services.
• Experience designing AI/ML or GenAI-driven solutions in CX environments.
• Strong understanding of:
  • APIs & microservices architecture
  • Event-driven architecture
  • Security & compliance in cloud environments
• 8+ years of experience in aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard etc.
• 5+ years of experience in Design and implement AI chatbot/ Virtual assistant and define a comprehensive digital roadmap to integrate with cloud contact center platforms
• 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.
• A minimum of a high school diploma or GED is required for this position

• Minimum 10 years of experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms.
• 7+ years of experience in strategic planning, project management, stakeholder engagement, strategic leadership and change management
• 5+ years of experience implementing comprehensive end-to-end service center & field service software suites such as Salesforce, Oracle, Microsoft Dynamics, IFS, Genesys, Nice, Sprinklr, Twilio
• Experience in algorithmic decisioning or interactive management
• Strong understanding of PCI/PII security and data privacy requirements
• Exceptionally strong leadership & communication skills to effectively manage client accounts and multidisciplinary teams
• Experience in a consulting environment with demonstrated record of continuing responsibilities, creativity, and innovation in a complex global scale program (e.g., multi-country, language, brand, etc.)
• Experience working with clients in various industry verticals such as Healthcare, Insurance, SLED – State/Local/Education, Public Sector, Retail Services etc.

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.