We Are Accenture Song accelerates growth and value for our clients through sustained customer relevance.

Our capabilities span ideation to execution: growth, product and experience design; 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.

We Are Accenture

Song accelerates growth and value for our clients through sustained customer relevance. 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. As a CCaaS Solution Architect, you will lead the transformation of contact centers, aligning technology strategies with business objectives.

You will develop and implement target-state architectures, execute modernization initiatives, and unlock measurable value with cloud-based, omnichannel, and AI-driven customer solutions. This role blends strategic advising, hands-on architecture, delivery leadership, and executive-level communication. You will lead end-to-end delivery of complex, large-scale CCaaS transformation programs, including: Leading client-facing engagements across the full lifecycle—from strategy and architecture to implementation and optimization.

Building trusted relationships with senior stakeholders, partners, and cross-functional delivery teams. Designing integrated, omnichannel solutions that enhance both customer and agent experiences.

Driving

Agile delivery, including planning, estimation, risk management, and dependency tracking. Leading distributed teams through architecture, build, testing, deployment, and stabilization. Translating business objectives into epics, user stories, solution designs, and implementation plans.

Partnering with experience and design teams to deliver cohesive, end-to-end customer journeys. Contributing to solution innovation, reusable assets, and business development efforts. Design omnichannel customer experience solutions across voice, chat, email, messaging, and emerging digital channels.

Establish reference architectures, reusable design patterns, and implementation best practices for NICE CXone deployments. Lead phased migration approaches, including lift-and-shift, re-platforming,



and re-architecture, based on business priorities and technical complexity. Protect business continuity by minimizing downtime, proactively managing cutover risk, and ensuring operational readiness throughout migration.

Define integration strategies across CRM, workforce management, knowledge, reporting, telephony, and backend enterprise systems. CXone Agent (MAX / Agent for Salesforce), supervisor dashboards, and quality management CXone Workforce Management (WFM) and Quality Management (QM) integrations CXone DFO (Digital First Omnichannel) for digital channel routing Design scalable, secure, and cost-optimized CXone tenant configurations aligned with enterprise compliance requirements (PCI, HIPAA, SOC 2). Integrate CXone with CRM platforms (Salesforce, ServiceNow, Microsoft Dynamics), WFM tools, and backend systems via open APIs and pre-built adapters.

Implement CI/CD, infrastructure as code, and DevOps practices. Agentic AI & Automation Architect end-to-end conversational AI solutions including NLU pipeline design, LLM orchestration, RAG / knowledge retrieval, and agentic workflow patterns. Design and implement Flows, Extensions, and Endpoints for voice and digital channels connected to CCaaS.

Define agentic AI architectures including: Autonomous AI agents for self-service customer interactions AI-assisted agent copilots (Agent Assist / Copilot flows) Implement STT/TTS engines (Nuance, Google, AWS, Azure, Deepgram) and design the voice pipeline architecture that connects them into the broader solution. Embed observability into every deployment, including logging, error handling, conversation tracing, and performance metrics, so issues are identified before they affect customers. Bachelor’s degree in computer science, Software Engineering, Information Systems, or equivalent experience. ~5+ years in solution architecture, technical implementation, or software engineering roles supporting contact center, customer experience, or enterprise SaaS programs. ~ Demonstrated experience taking complex contact center or customer experience solutions from architecture through production deployment.



~ 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.

Technical Skills Required: Platform & Conversational AI Experience with one or more enterprise conversational AI or CCaaS-adjacent platforms, such as Cognigy.AI, Google CCAI, Amazon Lex, or comparable technologies. Working knowledge of conversational AI architecture, including NLU pipelines, LLM orchestration, RAG / knowledge retrieval, and agentic workflow patterns. Comfort working alongside conversational designers and translating functional designs into resilient technical implementations.

Strong proficiency in JavaScript for bot logic, custom services, data transformation, and integration code.

Experience integrating with enterprise systems, including Salesforce, ServiceNow, Zendesk, SAP, and custom CRMs/ERPs, with the authentication and data-mapping work required for production readiness. Solid grasp of authentication and security patterns, including OAuth 2.0, JWT, API keys, mTLS, secrets management, and data handling for regulated industries. Familiarity with front-end basics (HTML, CSS) sufficient to build and integrate chat widgets and lightweight customer-facing experiences.

Architecture & Quality Robust testing instincts: unit, integration, regression, and load testing with judgment about where to invest.

Experience with observability and operational tooling, including logging, tracing, monitoring, and alerting. Ability to design and document solution architectures using tools like Lucidchart, Miro, or draw.io. 10+ years leading enterprise-wide, transformation initiatives. ~ Certifications in NICE CXone, AWS, Azure, GCP, or related cloud platforms. ~ Skilled in conversational AI design and agentic AI orchestration frameworks.

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.

📌 Solution Architect (Full Time) (Montreal)
🏢 Accenture
📍 Montreal