You AreA hands-on CCaaS Functional Consultant with experience supporting the design and delivery of next-generation contact center and agentic AI experiences, with a strong foundation in Amazon Connect.
You help drive solution workstreams end to end-from discovery and requirements gathering through design, build support, testing, and go-live. You work closely with senior architects, functional leads, and engagement leaders to help shape scalable, customer-centered solutions.
At this level, you are expected to support the functional design of a workstream or mid-sized engagement, contribute to high-quality delivery artifacts, mentor junior team members where needed, and represent the solution effectively with client managers and directors. You bring strong attention to detail, a structured approach to documentation, and a point of view on Amazon Connect and CCaaS best practices.
The Work- Support the delivery of contact center modernization and agentic AI engagements through functional analysis, requirements documentation, and experience design activities.
- Contribute to CCaaS transformation programs by translating business needs into clear, structured functional documentation and solution inputs.
- Partner with business analysts, functional leads, architects, and delivery teams to support end-to-end workstream execution.
- Support requirements gathering and the creation of solution documentation for CCaaS transformations, including Amazon Connect and agentic AI workstreams, from discovery through production rollout.
- Translate business requirements into clear functional and technical design artifacts, including process flows, integration requirements, data flows, sequence diagrams, and non-functional requirements.
- Support documentation for integrations with CRM platforms such as Salesforce, Dynamics, and ServiceNow, as well as workforce management, knowledge management, and backend systems through APIs, webhooks, and event streams.
Functional & Requirements Support- Support the elicitation, analysis, and documentation of functional and non-functional requirements for CCaaS and agentic AI engagements.
- Document business processes, functional workflows, and system behaviors that support contact center and digital engagement use cases.
- Create and maintain:
- Functional requirements
- User stories and acceptance criteria
- Process flows
- Customer and agent journey maps
CCaaS & Agentic Engagement Support- Contribute to CCaaS discovery and delivery initiatives, including migrations, modernization efforts, routing design, IVR, digital channels, and platform integrations.
- Support documentation of agentic engagement use cases, including:
- Customer and agent journeys
- Conversation flows and intent handling
- Business rules, authentication steps, and system dependencies
- Work with senior team members to translate customer experience objectives into functional capabilities and delivery requirements.
Delivery & Stakeholder Enablement- Support client workshops and working sessions by capturing notes, decisions, risks, and action items.
- Maintain functional documentation, traceability matrices, and backlog artifacts throughout the delivery lifecycle.
- Collaborate with technical and delivery teams to clarify requirements and support implementation planning.
- Communicate clearly with internal and client stakeholders, including presenting designs and recommendations to client managers and directors when needed.
Quality & Governance- Ensure documentation aligns with internal delivery standards and agreed engagement scope.
- Support testing activities by reviewing test cases, preparing for UAT, and validating outcomes against requirements.
- Assist with tracking risks, issues, assumptions, and dependencies related to the functional scope.
Here's What You'll Need- 2-4 years of experience in a Business Analyst, Functional Analyst, or Associate Consultant role.
- Experience in contact center, customer service, or digital engagement environments.
- Hands-on experience documenting requirements, user stories, acceptance criteria, and business processes.
- Foundational understanding of CCaaS platforms and contact center capabilities, such as routing, IVR, digital channels, and reporting.
- Awareness of agentic AI or AI-enabled engagement concepts, including chatbots, virtual agents, agent assist, and workflow automation.
- Ability to understand and document customer journeys and conversational interactions.
- Working knowledge of cloud architecture across at least one major hyperscaler: AWS, Azure, or GCP.
- Understanding of contact center KPIs such as AHT, CSAT, FCR, containment, and deflection-and how solution design impacts them.
- Experience supporting a workstream or mid-sized engagement through multiple phases of delivery.
- Strong written and verbal communication skills, with the ability to present to client managers and directors.
- Strong attention to detail, structured thinking, and the ability to communicate requirements and findings clearly.
- Comfort working with senior stakeholders and cross-functional teams.
- A minimum of a high school diploma or GED.
Nice to Have- Bachelor's degree or equivalent experience in a related field.
- Experience with Amazon Connect in transformation or modernization programs.
- Exposure to financial services or other regulated environments.
- Experience supporting CCaaS discovery, migration, or transformation initiatives.
- Familiarity with journey mapping, CX metrics, and service design artifacts.
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.
The recruiting efforts for this position are intended to fill a brand new position.
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.
Information on benefits is here:
Role Location Annual Salary Range
British Columbia/Ontario $69,450 to $119,450
