The Work:

The CCaaS Technical Lead - Amazon Connect is responsible for end‑to‑end technical leadership across contact center modernization and agentic AI engagements, shaping solution architecture, guiding technical delivery, and ensuring scalable, secure, and resilient implementations.

This role leads the technical workstream across CCaaS platforms, cloud infrastructure, agentic AI workflows, and enterprise integrations, working closely with Delivery Leads, Functional Leads, Architects, and client IT stakeholders. The Technical Lead plays a pivotal role in moving engagements from discovery and design through build, deployment, and value realization.

Key Responsibilities

Technical Leadership & Architecture

• Own and shape the technical architecture for CCaaS and agentic solutions, aligned to client technology standards and transformation goals.
• Define TO‑BE technical architecture and solution blueprints, covering platform, cloud, integration, security, and analytics considerations.
• Provide technical leadership for Amazon Connect implementations, guiding solution design, platform configuration, integrations, and AWS service enablement.

CCaaS Platform Leadership

• Lead the design and implementation of CCaaS capabilities, including:
  • Call routing, IVR, queues, and contact flows
  • Digital channels and omnichannel orchestration
  • Reporting, analytics, and quality management
• Guide CCaaS migrations and modernization initiatives, including platform configuration, environment setup, and cutover planning.
• Agentic AI & Automation Leadership

• Lead the technical design of agentic AI solutions, including:
  • Agent orchestration and multi‑agent patterns
  • Conversation flows, intent handling, and context management
  • Integration of agents with front‑ and back‑office systems
• Translate agentic use‑case designs into production‑ready technical workflows, identifying dependencies, risks, and scalability constraints.
• Integration, Cloud & Security

• Own the technical approach for system integrations between CCaaS platforms and enterprise systems (CRM, core platforms, authentication, data services).
• Guide cloud setup and architecture (e.g., AWS landing zone alignment, connectivity, access, resiliency).
• Ensure solutions meet security, compliance, and operational resilience requirements, particularly in regulated environments.

Delivery Oversight & Team Leadership

• Provide day‑to‑day technical leadership to Technical Associates and engineers, reviewing designs, configurations, and build outputs.
• Support and guide build, testing (SIT/UAT), deployment, and hypercare activities.
• Proactively manage technical risks, dependencies, and trade‑offs.

Stakeholder & Governance Engagement

• Act as the primary technical point of contact for client IT and architecture stakeholders.
• Support executive‑level discussions with clear articulation of technical options, implications, and recommendations.
• Ensure adherence to internal delivery standards, governance, and best practices.

Basic Qualifications

• 7+ years of experience in technical delivery, solution architecture, or engineering leadership roles.
• Proven experience leading CCaaS or contact center transformation initiatives.
• Strong background in cloud‑based architectures and enterprise integrations.
• Exposure to large‑scale CCaaS migrations from legacy platforms.
• Comprehensive understanding of Amazon Connect platform capabilities, contact center architecture patterns, and AWS ecosystem services supporting customer engagement solutions.
• Hands‑on experience with or strong exposure to agentic AI, conversational AI, or automation solutions.
• Ability to design and scale agentic workflows that integrate with enterprise systems.
• Strong knowledge of:
  • Cloud platforms (preferably AWS)
  • APIs, event‑driven architectures, and integration patterns
  • Security, identity, and access management concepts
• Comfortable translating architecture into executable designs and guiding teams through implementation.

• Experience leading teams in agile or hybrid delivery models.
• Strong communication and stakeholder management skills.
• Ability to balance strategic architecture decisions with hands‑on delivery oversight.
• A University degree 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.

Nice to Have

• Experience in financial services or regulated environments.
• Experience with agentic AI frameworks or managed AI services.
• Prior consulting or SI delivery experience.

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.

Role Location                                                        Annual Salary Range

British Columbia/Ontario/New Brunswick            $108,800 to $220,400

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