CCaaS Tech Consultant
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. As the world’s largest, most disruptive agency, we drive lasting growth for clients by helping them design, build, and run meaningful experiences that make people’s lives better, more productive, and more meaningful. We do this in three ways: by transforming organizations through standout products and services; by building and delivering award-winning campaigns so brands can engage and communicate creatively with customers at scale; and by using our top-notch skills to pilot, integrate, scale, and run the platforms that underpin the world’s greatest experiences. Visit us here to learn more about what makes us the Experience Agency.
The digital economy has caused a massive increase in the amount and importance of digital content. Digital content and the customer experience it fuels are, together, a vital expression of a brand’s voice and purpose. We help leading brands create and deliver the right content for the right customer at the right time for immersive, relevant experiences. We offer an end-to-end approach to the content lifecycle and cut through the complexity for improved speed to market and relevance, at scale. Our unique tools and services organize, store, and optimize content, including taxonomy, rights and asset management, analytics, and quality assurance.
The Work:
The CCaaS Tech Consultant supports the design, build, and delivery of contact center and agentic AI solutions, contributing hands‑on technical analysis across CCaaS platforms, agentic workflows, integrations, and cloud environments. The role bridges functional intent and technical execution, working closely with Solution Architects, AWS / CCaaS specialists, and delivery teams to translate requirements into implementable technical artifacts.
This is a delivery‑oriented role, ideal for practitioners building depth in cloud‑based contact centers, agentic AI architectures, and enterprise integrations within large‑scale transformation programs.
Key Responsibilities
CCaaS Technical Support
- Support the technical design and configuration of CCaaS platforms (e.g., Amazon Connect, Genesys, NICE) 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.
Agentic AI & Automation Support
- 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.
Integration & Data Enablement
- 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.
Delivery & Environment Support
- 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.
Documentation & Governance
- 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.
Basic Qualifications:
-
2–4 years of experience in a Technical Analyst, Associate Consultant, or Engineering support role.
-
Hands‑on exposure to contact center technologies, cloud platforms, or enterprise systems.
-
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.
Nice to Have:
-
Experience supporting CCaaS migrations or Amazon Connect implementations.
-
Exposure to agentic AI frameworks or automation platforms.
-
Financial services or regulated‑environment experience.
- Familiarity with DevOps, CI/CD, or infrastructure‑as‑code concepts.
Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location,
role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation, based on full-time
employment, for roles that may be hired as set forth below.
The recruiting efforts for this position are intended to fill a brand new position.
The base pay range shown below is intended as a guideline to reflect the majority of offers for this role.
It does not represent a maximum limit — in some cases, actual compensation may exceed the range where appropriate.
Information on benefits is here.
Role Location Hourly Salary Range
British Columbia/Ontario $36.25 to $60.29
Toronto, Ontario
Calgary, Alberta
Ottawa, Ontario
Vancouver, British Columbia
Énoncé sur l’égalité d’accès à l’emploi, Demandes d’accommodement et Autres énoncés en matière d’emploi
Notre engagement envers l’inclusion et la diversité
Chez Accenture, l’inclusion et la diversité sont essentielles à notre culture et font partie intégrante de nos valeurs fondamentales. Nous sommes engagés à créer un environnement où nos employés sont à l’aise, sont eux-mêmes et contribuent. À l’image du Canada, le personnel d’Accenture est composé d’une très grande variété de cultures, d’origines ethniques, de croyances, d’expériences et de langues. Nous offrons un environnement inclusif, sans égard aux caractéristiques personnelles comme l’origine ethnique, la religion, le genre, l’orientation sexuelle, l’identité ou l’expression du genre, l’âge ou le handicap.
Demandes d’accommodement
Accenture s’engage à offrir l’égalité d’accès à l’emploi aux personnes handicapées ou pratiquant une religion, notamment en offrant les accommodements raisonnables nécessaires. Si vous êtes embauché par Accenture et que vous avez besoin d’accommodements pour remplir les fonctions essentielles de votre rôle, vous serez invité à participer à notre processus d’accommodement raisonnable. Les accommodements consentis pour faciliter le processus de recrutement ne sont pas une garantie d’accommodements futurs ou continus après l’embauche.
Si vous souhaitez être pris en considération pour un emploi chez Accenture, et que vous avez besoin d’accommodements pour un handicap ou une pratique religieuse, veuillez nous appeler sans frais au 1-877-889‑9009, envoyez-nous un courriel ou communiquez avec le service de recrutement.
Autres énoncés en matière d’emploi
Nous avons pour objectif d’offrir à notre personnel des postes à proximité de leur lieu de résidence. Cependant, étant donné la nature de nos activités et nos obligations envers nos clients, nos employés doivent être prêts à voyager au besoin.
Les candidats à un emploi ne sont pas tenus de divulguer les infractions pour lesquelles une grâce a été accordée.
Afin de vous offrir le processus de recrutement le plus efficace, Accenture peut utiliser l'intelligence artificielle pour déterminer la correspondance entre votre candidature et les exigences du poste auquel vous avez postulé. La décision définitive sera toujours prise par l’équipe de recrutement après avoir examiné l’intégralité de votre profil de candidat(e). Durant le processus de soumission de candidature, vous pouvez choisir de ne pas participer à ce processus de sélection par intelligence artificielle et être assuré(e) que cela n’aura pas d’impact négatif sur votre perspective d’emploi chez Accenture.
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.
We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.
At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.
Join Accenture to work at the heart of change. Visit us at www.accenture.com.