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. A client-facing technology leader with deep expertise in cloud contact center transformation and Amazon Connect. You know how to translate business goals into scalable, secure, and contemporary omnichannel customer experience solutions, and you bring the technical depth and strategic perspective needed to guide complex migration programs from legacy contact center platforms to the cloud. You are equally comfortable engaging senior stakeholders, leading cross‑functional teams, shaping transformation roadmaps, and driving innovation through AI‑enabled customer and agent experiences. Lead the end-to-end architecture and delivery of complex, large-scale CCaaS transformation programs with a focus on Amazon Connect Assess legacy contact center platforms such as Avaya, Genesys, and Cisco, and recommend migration strategies including lift‑and‑shift, re‑platform, and re‑architecture approaches Design omnichannel customer experience solutions across voice, chat, email, and messaging channels Establish reference architectures, design patterns, and implementation best practices for Amazon Connect solutions Architect scalable, resilient, secure, and cost‑optimized AWS‑based contact center platforms Define integration strategies across CRM, workforce management, analytics, and enterprise backend systems Lead planning and estimation activities,



including scope, milestones, staffing, budget, risk identification, and mitigation planning using Agile delivery approaches Manage cross‑functional onshore and offshore teams throughout the project lifecycle Gather and translate business requirements into epics, user stories, solution designs, and implementation plans Contribute to the development of solution offerings, delivery methodologies, assets, and business development materials Drive innovation in customer service transformation through AI‑enabled automation, conversational AI, and intelligent agent experiences Amazon Connect and AWS Expertise You will architect and deliver solutions using technologies such as: Amazon Connect, including contact flows, routing strategies, queues, and integrations AWS Lambda, Amazon Lex, Amazon Kinesis, and Amazon DynamoDB Amazon Connect Contact Lens and analytics capabilities CI/CD pipelines, infrastructure as code, and DevOps practices to enable scalable and efficient delivery AI and Automation You will help clients modernize customer and agent experiences by designing and integrating: Conversational AI solutions for customer engagement AI‑assisted agent copilots Intelligent workflow automation and autonomous agent experiences Generative AI services, such as Amazon Bedrock, within contact center environments 5+ years of experience leading client‑facing,



end‑to‑end architecture and delivery for large‑scale contact center transformation or migration programs ~3+ years of experience architecting Amazon Connect solutions, including contact flows, routing, queues, and AWS service integrations ~3+ years of experience designing omnichannel customer service solutions across voice, chat, email, and messaging ~3+ years of experience integrating CCaaS platforms with CRM, workforce management, and enterprise backend systems ~Experience with security, compliance, PCI/PII, and data privacy considerations in customer experience environments ~ Experience designing AI/ML, conversational AI, Generative AI, or AI‑enabled automation solutions for customer service or contact center use cases ~ A minimum of a high school diploma or GED is required for this position ~ 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 Bonus Points If You Have Hands‑on experience with AWS services such as Lambda, Lex, Kinesis, and DynamoDB Experience with CI/CD, infrastructure as code, and DevOps practices Experience designing agent assist, copilots, workflow automation, or LLM‑based customer engagement solutions Experience with platforms such as Salesforce, NICE, Twilio, or Genesys Consulting experience on complex, enterprise‑scale transformation programs Experience in industries such as Healthcare, Insurance, Public Sector, SLED, or Retail Compensation at Accenture varies d

📌 CCaaS Solution Architect (Montreal)
🏢 Accenture
📍 Montreal