For us, customer experience is not an add-on; 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. by building and delivering award-winning campaigns so brands can engage and communicate creatively with customers at scale; 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 Technical

Lead is responsible for end‑to‑end technical leadership across contact center modernization and agentic AI engagements, shaping solution architecture, guiding technical delivery, and ensuring scalable, secure, and resilient implementations. This role leads the technical workstream across CCaaS platforms, cloud infrastructure, agentic AI workflows, and enterprise integrations, working closely with Delivery Leads, Functional Leads, Architects, and client IT stakeholders.

The Technical

Lead plays a pivotal role in moving engagements from discovery and design through build, deployment, and value realization.

Technical

Leadership & Architecture Own and shape the technical architecture for CCaaS and agentic solutions,



aligned to client technology standards and transformation goals. Define TO‑BE technical architecture and solution blueprints, covering platform, cloud, integration, security, and analytics considerations. Provide technical direction across CCaaS platforms (e.g., Amazon Connect, Genesys, NICE) and supporting AWS services.

Lead the design and implementation of CCaaS capabilities, including: Digital channels and omnichannel orchestration Reporting, analytics, and quality management ~ Guide CCaaS migrations and modernization initiatives, including platform configuration, setting setup, and cutover planning. Agentic AI & Automation Leadership Lead the technical design of agentic AI solutions, including: Conversation flows, intent handling, and context management Integration of agents with front‑ and back‑office systems ~ Translate agentic use‑case designs into production‑ready technical workflows, identifying dependencies, risks, and scalability constraints. Own the technical approach for system integrations between CCaaS platforms and enterprise systems (CRM, core platforms, authentication, data services).

AWS landing zone alignment, connectivity, access, resiliency). Provide day‑to‑day technical leadership to Technical Associates and engineers, reviewing designs, configurations, and build outputs. Support and guide build, testing (SIT/UAT), deployment, and hypercare activities.





Proactively manage technical risks, dependencies, and trade‑offs. Act as the primary technical point of contact for client IT and architecture stakeholders. Support executive‑level discussions with clear articulation of technical options, implications, and recommendations. 7+ years of experience in technical delivery, solution architecture, or engineering leadership roles. ~ Proven experience leading CCaaS or contact center transformation initiatives. ~ Hands‑on experience with or strong exposure to agentic AI, conversational AI, or automation solutions. ~ Cloud platforms (preferably AWS) ~ Security, identity, and access management concepts Comfortable translating architecture into executable designs and guiding teams through implementation.

Experience leading teams in agile or hybrid delivery models. Strong communication and stakeholder management skills. 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.

Experience with agentic AI frameworks or managed AI services.

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.

📌 CCaaS Tech Lead - Amazon Connect (Vancouver)
🏢 Accenture
📍 Vancouver