Solution Architect - CCaaSYou AreAs 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.The WorkLead end-to-end delivery of complex, large-scale CCaaS transformation programs, including strategy, architecture, implementation, and optimization.Build trusted relationships with senior stakeholders, partners and cross-functional delivery teams.Define migration strategies, rollout plans and transition roadmaps for scalable, resilient operations.Design integrated, omnichannel solutions that enhance both customer and agent experiences.Drive Agile delivery, planning, estimation, risk management and dependency tracking.Lead distributed teams through architecture, build, testing, deployment and stabilization.Translate business objectives into epics, user stories, solution designs and implementation plans.Partner with experience and design teams to deliver cohesive, end-to-end customer journeys.Contribute to solution innovation, reusable assets and business development efforts.Key ResponsibilitiesArchitecture & StrategyLead end-to-end solution architecture for CCaaS migration programs, including transitions from on‑premises platforms to NICE CXone.Define target-state architectures, transition states, migration roadmaps and design guardrails that align with client business and technology strategies.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.CCaaS Migration LeadershipAssess legacy contact center platforms (Avaya, Genesys, Cisco, etc.) to define practical modernization and migration strategies.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.NiCE CXone ExpertiseArchitect and configure core CXone capabilities:ACD routing, IVR / Studio flows and omnichannel queue managementCXone Agent (MAX / Agent for Salesforce), supervisor dashboards and quality managementCXone Workforce Management (WFM) and Quality Management (QM) integrationsCXone Analytics, Interaction Analytics and real‑time reportingCXone DFO (Digital First Omnichannel) for digital channel routingLead platform migrations to CXone by assessing legacy environments,



defining phased migration strategies and maintaining business continuity through cutover.Design scalable, secure and cost‑optimised 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 & AutomationArchitect 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, AI‑assisted agent copilots, LLM‑powered intent recognition, generative answers and knowledge base integration.Integrate with enterprise backend systems via REST/SOAP APIs, webhooks and message queues including auth patterns (OAuth 2.0, JWT, mTLS) appropriate to regulated environments.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.What You’ll Bring7+ years of experience designing, architecting, and delivering enterprise cloud contact center or CCaaS solutions using platforms such as NICE CXone, Genesys, Amazon Connect, Twilio, Avaya, Cisco or similar.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.Technical Skills RequiredPlatform & Conversational AIExperience 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.Engineering & IntegrationStrong proficiency in JavaScript for bot logic, custom services, data transformation and integration code.Deep experience with REST APIs, webhooks and integration patterns,



including tools such as Postman, Swagger/OpenAPI and API gateways.Experience integrating with enterprise systems such as 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 such as OAuth 2.0, JWT, API keys, mTLS, secrets management and data handling for regulated industries.Comfortable with Git, branching strategies and code reviews.Familiarity with front‑end basics (HTML, CSS) sufficient to build and integrate chat widgets and lightweight customer‑facing experiences.Architecture & QualityTrack record of designing scalable, resilient enterprise solutions supported by clear architecture diagrams, integration specifications and operational documentation.Strong 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 such as Lucidchart, Miro or draw.Io.Nice to Have10+ years leading enterprise-wide transformation initiatives.Certifications in NICE CXone, AWS, Azure, GCP or related cloud platforms.Experience implementing infrastructure‑as‑code (Terraform, Docker, Kubernetes).Advanced knowledge of telephony and SIP integration patterns.Skilled in conversational AI design and agentic AI orchestration frameworks.CompensationCompensation 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 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.Role Location Annual Salary RangeBritish Columbia/Ontario: $99,450 to $209,900LocationsToronto, OntarioCalgary, AlbertaMontreal, QuebecOttawa, OntarioVancouver, British ColumbiaEqual Employment Chance StatementAll employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state or local law.Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.Accenture is committed to providing veteran employment opportunities to our service men and women.Please read Accenture’s Recruiting and Hiring Statement for more information on how we process your data during the Recruiting and Hiring process.#J-18808-Ljbffr

📌 Solution Architect - Ccaas - C$99,450 - C$209,900 A Year (Winnipeg)
🏢 Accenture
📍 Winnipeg