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 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, environment 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.

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. Accenture is a leading global skilled services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale.

We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability.

Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities. 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. #

📌 CCaaS Tech Lead (Calgary)
🏢 Accenture
📍 Calgary