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.