{"id":3599191,"url":"https://alion.io/job/accenture-ccaas-developer","title":"CCaaS Developer","company":{"id":271,"name":"Accenture","domain":"accenture.com","url":"https://alion.io/company/accenture","size_band":"5000+","is_staffing_agency":false,"employer_type":"services","is_intermediary":false,"listed_via":null,"ats_vendor":"Workday","truth_index":{"grade":"A","score":100,"open_postings":2118,"ghost_share":0.001,"stale_share":0.166,"repost_share":0.006,"time_to_fill_p50_days":5,"computed_at":"2026-11-06T05:58:05Z"}},"role":"Marketing","role_family":"Marketing","seniority":"senior","employment_type":"full_time","work_mode":"on_site","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Montreal, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":null,"salary_estimate":null,"experience_years_min":5,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"AI Agents","optional":false},{"name":"Amazon CloudWatch","optional":false},{"name":"Amazon Kinesis","optional":false},{"name":"Amazon S3","optional":false},{"name":"API Gateway","optional":false},{"name":"AWS","optional":false},{"name":"AWS Bedrock","optional":false},{"name":"AWS Lambda","optional":false},{"name":"CI/CD","optional":false},{"name":"CloudFormation","optional":false},{"name":"DynamoDB","optional":false},{"name":"GCP","optional":false},{"name":"GitHub Actions","optional":false},{"name":"Google BigQuery","optional":false},{"name":"HIPAA","optional":false},{"name":"IAM","optional":false},{"name":"Java","optional":false},{"name":"Jenkins","optional":false},{"name":"Node JS","optional":false},{"name":"Python","optional":false},{"name":"RAG","optional":false},{"name":"Rest API","optional":false},{"name":"Salesforce","optional":false},{"name":"Scrum","optional":false},{"name":"Terraform","optional":false},{"name":"Vertex AI","optional":false},{"name":"VPN","optional":false},{"name":"Fine-tuning","optional":true},{"name":"JavaScript","optional":true},{"name":"Machine Learning","optional":true},{"name":"ServiceNow","optional":true}],"status":"live","first_seen_at":"2026-10-30T00:00:00Z","employer_posted_date":"2026-10-30","last_verified_at":"2026-11-06T21:54:57Z","board_verified":true,"closed_at":null,"days_open":8,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":8},"description":"We Are:\nAccenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; 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. Visit us at: www.accenture.com/song\nThere will never be a typical day at Accenture Song, but that's why people love it here. The opportunities to make a difference while working on exciting client initiatives are limitless in this ever-changing space.\nYou Are:\nA hands-on CCaaS Developer with deep technical expertise in Amazon Connect and Google Cloud Contact Center AI (CCAI). You are passionate about building scalable, intelligent customer experience solutions that span both AWS and Google Cloud ecosystems. You thrive in fast-paced delivery environments, translate complex requirements into robust implementations, and work closely with architects, developers, and business stakeholders to deliver best-in-class contact center solutions. You are detail-oriented, a strong problem-solver, and committed to developing excellence across both platforms.\nThe Work:\nDesigns, builds, configures, and maintains CCaaS solutions on Amazon Connect and Google CCAI across voice, chat, email, and messaging channels.\nImplements contact flows, IVR logic, routing strategies, and agent workspace configurations on both Amazon Connect and Google CCAI platform.\nDevelops and integrates cloud-native services from AWS and Google Cloud to support end-to-end contact center workflows.\nParticipates in legacy platform assessments and executes migration plans to Amazon Connect or Google CCAI as defined by solution architects.\nBuilds and maintains CI/CD pipelines and infrastructure-as-code (IaC) across AWS and GCP environments.\nImplements and validates integrations between CCaaS platforms and enterprise systems such as CRM (Salesforce, MS Dynamics), WFM, and ticketing tools.\nDevelops AI-powered features including virtual agents, chatbots, and agent assist capabilities leveraging Amazon Lex, Bedrock, Google Dialogflow CX, and CCAI Agent Assist.\nSupports testing, QA, and UAT cycles-writing test cases, executing regression tests, and resolving defects across the full solution stack.\nMonitors platform performance, troubleshoots production issues, and implements optimizations for reliability, latency, and cost efficiency on both platforms.\nDocuments technical designs, configuration guides, runbooks, and deployment procedures for client and internal use.\nContributes to Agile ceremonies-sprint planning, standups, retrospectives-and tracks delivery progress against milestones.\nAmazon Connect\nConfigure Amazon Connect contact flows, routing profiles, queues, and agent hierarchies.\nDevelop AWS Lambda functions and backend integrations in Python, Node.js, or Java.\nBuild conversational AI experiences using Amazon Lex and integrate with Amazon Bedrock for GenAI-powered self-service.\nImplement real-time and historical analytics using Amazon Connect Contact Lens, Kinesis, and AWS reporting tools.\nProvision and manage AWS infrastructure (Lambda, DynamoDB, S3, Kinesis, API Gateway, CloudWatch) using Terraform or CloudFormation.\nGoogle CCAI\nBuild and configure virtual agents using Dialogflow CX, including intent design, entity management, and conversation flow development.\nImplement CCAI Agent Assist to deliver real-time agent guidance, smart replies, and knowledge base surfacing.\nDevelop CCAI Insights configurations for post-call analytics, topic modeling, and sentiment analysis.\nIntegrate Google CCAI with telephony connectors and contact center platforms via CCAI Platform (CCAIP) or partner integrations.\nLeverage Google Cloud services (Cloud Functions, Pub/Sub, BigQuery, Vertex AI) to build supporting backend workflows and analytics pipelines.\nProvision GCP resources using Terraform or Google Cloud Deployment Manager.\nMigration & Integration\nExecute phased migration tasks from legacy contact center platforms to Amazon Connect or Google CCAI.\nBuild and validate API-based integrations with CRM, WFM, and enterprise backend systems on both platforms.\nSupport cutover planning, data migration, and rollback procedures to ensure business continuity.\nConduct technical testing and performance benchmarking pre- and post-migration.\nAI & Automation\nDesign and tune conversational AI flows across Amazon Lex / Bedrock and Google Dialogflow CX / Vertex AI.\nImplement agentic AI capabilities such as autonomous virtual agents and AI-assisted agent copilots on both platforms.\nApply prompt, RAG pipelines, and grounding techniques to optimize GenAI performance in CX contexts.\nIntegrate CCAI Agent Assist and Amazon Q in Connect to deliver intelligent, real-time agent support.\nDevOps & Cloud\nMaintain IaC templates and automate provisioning across AWS (CloudFormation, CDK) and GCP (Terraform, Deployment Manager).\nImplement and manage CI/CD pipelines using AWS CodePipeline, Google Cloud Build, GitHub Actions, or Jenkins.\nApply security best practices-IAM roles, encryption, VPC/VPN configurations-across AWS and GCP contact center environments.\nMonitor system health using CloudWatch and Google Cloud Operations Suite; set up alerting and participate in incident response.\nBasic Qualifications:\n3+ years of experience with Amazon Connect, Google CCAI, or both.\nProven experience configuring and developing on Amazon Connect-including contact flows, Lambda integrations, Lex bots, and routing logic.\nProven experience building and deploying Google Dialogflow CX virtual agents and integrating CCAI services (Agent Assist, Insights).\nProficiency in at least one backend programming language: Python, Node.js, or Java.\nWorking experience with AWS cloud services: Lambda, DynamoDB, S3, Kinesis, API Gateway, CloudWatch.\nWorking experience with Google Cloud services: Cloud Functions, Pub/Sub, BigQuery, Cloud Storage, Google Cloud Operations Suite.\nExperience with CI/CD practices and IaC tools (Terraform, CloudFormation, CDK, or Cloud Deployment Manager).\nFamiliarity with REST API design and integration patterns (microservices, event-driven architecture).\nExperience participating in Agile/Scrum delivery teams-sprint planning, backlog grooming, and daily standups.\nStrong understanding of security and compliance considerations in cloud contact center environments (PCI, PII, HIPAA).\nEnglish 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.\nA minimum of a high school diploma or GED is required for this position.\nNice to Have:\nAWS certification (e.g., AWS Certified Developer, AWS Certified Solutions Architect) and/or Google Cloud certification (e.g., Professional Cloud Developer, Professional Machine Learning Engineer).\n5+ years of experience in contact center technology or cloud application development.\nExperience with Amazon Q in Connect for real-time agent recommendations and knowledge retrieval.\nExperience with Google CCAI Platform (CCAIP) as a managed contact center solution.\nHands-on experience with Vertex AI for fine-tuning or deploying generative AI models in CX workflows.\nExperience with CRM integrations such as Salesforce Service Cloud Voice, Microsoft Dynamics, or ServiceNow CTI on either platform.\nExperience with workforce management (WFM) platform integrations (e.g., NICE Workforce, Verint, Calabrio).\nExperience working in a consulting or professional services environment on large-scale enterprise technology programs.\nExposure to industry verticals such as Healthcare, Insurance, Retail, Public Sector, or Financial Services.\nStrong communication and documentation skills with the ability to convey technical concepts to non-technical stakeholders.\nCompensation 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.\nThe recruiting efforts for this position are intended to fill a brand new position.\nThe base pay range shown below is intended as a guideline to reflect the majority of offers for this role.\nIt does not represent a maximum limit - in some cases, actual compensation may exceed the range where appropriate.\nInformation on benefits is here:\nRole Location Annual Salary Range\nBritish Columbia/Ontario/New Brunswick $69,450 to $119,450\n#LI-NA-FY25 #LI-MP\nAbout Accenture\nAccenture is a leading global professional 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.Visit us atwww.accenture.com\nEqual Employment Opportunity Statement\nWe believe that no one should be discriminated against because of their differences. 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. 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