{"id":3906879,"url":"https://alion.io/job/accenture-ccaas-solution-architect-amazon-connect-3","title":"CCaaS Solution Architect - Amazon Connect","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":2119,"ghost_share":0.002,"stale_share":0.17,"repost_share":0.006,"time_to_fill_p50_days":5,"computed_at":"2026-11-09T06:03:00Z"}},"role":"Solutions","role_family":"Solutions","seniority":"staff","employment_type":"full_time","work_mode":"hybrid","remote_scope":null,"remote_scope_basis":null,"remote_working_hours":null,"hiring_geo_confidence":"structured","locations":["Toronto, Canada"],"countries":["CA"],"hiring_countries":[],"hiring_countries_total":0,"salary":{"min":99450,"max":209900,"currency":"CAD","period":"year","gross":null,"usd_annual":149991},"salary_estimate":null,"experience_years_min":7,"visa_sponsorship":false,"relocation_package":false,"has_equity":false,"technologies":[{"name":"Agile","optional":false},{"name":"Amazon Kinesis","optional":false},{"name":"AWS","optional":false},{"name":"AWS Bedrock","optional":false},{"name":"AWS Lambda","optional":false},{"name":"CI/CD","optional":false},{"name":"DynamoDB","optional":false},{"name":"LLM","optional":true},{"name":"Twilio","optional":true}],"status":"live","first_seen_at":"2026-11-05T00:00:00Z","employer_posted_date":"2026-11-05","last_verified_at":"2026-11-09T12:06:28Z","board_verified":true,"closed_at":null,"days_open":4,"trust":{"level":"ok","repost_count":null,"flags":[],"days_open":4},"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 client-facing technology leader with deep expertise in cloud contact center transformation and Amazon Connect. You combine strong solution architecture capabilities with hands-on delivery leadership and a consulting mindset. You know how to translate business goals into scalable, secure, and modern 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.\nYou are equally comfortable engaging senior stakeholders, leading cross-functional teams, shaping transformation roadmaps, and driving innovation through AI-enabled customer and agent experiences.\nThe Work:\nLead the end-to-end architecture and delivery of complex, large-scale CCaaS transformation programs with a focus on Amazon Connect\nDefine target-state architecture, transition states, and migration roadmaps for contact center modernization initiatives\nAssess legacy contact center platforms such as Avaya, Genesys, and Cisco, and recommend migration strategies including lift-and-shift, re-platform, and re-architecture approaches\nDesign omnichannel customer experience solutions across voice, chat, email, and messaging channels\nEstablish reference architectures, design patterns, and implementation best practices for Amazon Connect solutions\nArchitect scalable, resilient, secure, and cost-optimized AWS-based contact center platforms\nDefine integration strategies across CRM, workforce management, analytics, and enterprise backend systems\nLead planning and estimation activities, including scope, milestones, staffing, budget, risk identification, and mitigation planning using Agile delivery approaches\nManage cross-functional onshore and offshore teams throughout the project lifecycle\nGather and translate business requirements into epics, user stories, solution designs, and implementation plans\nPartner closely with client stakeholders, internal teams, and technology partners to ensure successful solution delivery and identify follow-on opportunities\nContribute to the development of solution offerings, delivery methodologies, assets, and business development materials\nDrive innovation in customer service transformation through AI-enabled automation, conversational AI, and intelligent agent experiences\nAmazon Connect and AWS Expertise\nYou will architect and deliver solutions using technologies such as:\nAmazon Connect, including contact flows, routing strategies, queues, and integrations\nAWS Lambda, Amazon Lex, Amazon Kinesis, and Amazon DynamoDB\nAmazon Connect Contact Lens and analytics capabilities\nCI/CD pipelines, infrastructure as code, and DevOps practices to enable scalable and efficient delivery\nAI and Automation\nYou will help clients modernize customer and agent experiences by designing and integrating:\nConversational AI solutions for customer engagement\nAI-assisted agent copilots\nIntelligent workflow automation and autonomous agent experiences\nGenerative AI services, such as Amazon Bedrock, within contact center environments\nHere’s What You’ll Need\n7+ years of experience designing, architecting, and delivering CCaaS or cloud contact center solutions\n5+ years of experience leading client-facing, end-to-end architecture and delivery for large-scale contact center transformation or migration programs\n3+ years of experience architecting Amazon Connect solutions, including contact flows, routing, queues, and AWS service integrations\n3+ years of experience designing and executing migrations from legacy contact center platforms such as Avaya, Genesys, or Cisco to cloud-based CCaaS platforms\n3+ years of experience designing omnichannel customer service solutions across voice, chat, email, and messaging\n3+ years of experience integrating CCaaS platforms with CRM, workforce management, and enterprise backend systems\n3+ years of experience designing cloud solutions using APIs, microservices, and/or event-driven architectures\nExperience with security, compliance, PCI/PII, and data privacy considerations in customer experience environments\nExperience designing AI/ML, conversational AI, Generative AI, or AI-enabled automation solutions for customer service or contact center use cases\nA minimum of a high school diploma or GED is required for this position\nBonus Points If You Have\nHands-on experience with AWS services such as Lambda, Lex, Kinesis, and DynamoDB\nExperience with Amazon Connect Contact Lens and analytics\nExperience with CI/CD, infrastructure as code, and DevOps practices\nExperience designing agent assist, copilots, workflow automation, or LLM-based customer engagement solutions\nExperience with platforms such as Salesforce, NICE, Twilio, or Genesys\nStrong communication, stakeholder management, and leadership skills\nConsulting experience on complex, enterprise-scale transformation programs\nExperience in industries such as Healthcare, Insurance, Public Sector, SLED, or Retail\nCompensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location,\nrole, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation, based on full-time\nemployment, 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 $99,450 to $209,900\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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