You Are

As a CCaaS Solution Architect, you will lead the transformation of contact centers, aligning technology strategies with business objectives. You will develop and implement target-state architectures, execute modernization initiatives, and unlock measurable value with cloud-based, omnichannel, and AI-driven customer solutions. This role blends strategic advising, hands-on architecture, delivery leadership, and executive-level communication.

The Work

You will lead end-to-end delivery of complex, large-scale CCaaS transformation programs, including:

• Leading client-facing engagements across the full lifecycle-from strategy and architecture to implementation and optimization.
• Building trusted relationships with senior stakeholders, partners, and cross-functional delivery teams.
• Defining migration strategies, rollout plans, and transition roadmaps for scalable, resilient operations.
• Designing integrated, omnichannel solutions that enhance both customer and agent experiences.
• Driving Agile delivery, including planning, estimation, risk management, and dependency tracking.
• Leading distributed teams through architecture, build, testing, deployment, and stabilization.
• Translating business objectives into epics, user stories, solution designs, and implementation plans.
• Partnering with experience and design teams to deliver cohesive, end-to-end customer journeys.
• Contributing to solution innovation, reusable assets, and business development efforts.

Key Responsibilities

Architecture & Strategy

• Lead end-to-end solution architecture for CCaaS migration programs, including transitions from on-premises platforms to NICE CXone.
• Define target-state architectures, transition states, migration roadmaps, and design guardrails that align with client business and technology strategies.
• Design omnichannel customer experience solutions across voice, chat, email, messaging, and emerging digital channels.
• Establish reference architectures, reusable design patterns, and implementation best practices for NICE CXone deployments.

CCaaS Migration Leadership

• Assess legacy contact center platforms, including Avaya, Genesys, Cisco, and similar environments, to define practical modernization and migration strategies.
• Lead phased migration approaches, including lift-and-shift, re-platforming, and re-architecture, based on business priorities and technical complexity.
• Protect business continuity by minimizing downtime, proactively managing cutover risk, and ensuring operational readiness throughout migration.
• Define integration strategies across CRM, workforce management, knowledge, reporting, telephony, and backend enterprise systems.

NiCE CXone Expertise

• Architect and configure core CXone capabilities:
  
  • ACD routing, IVR / Studio flows, and omnichannel queue management
  • CXone Agent (MAX / Agent for Salesforce), supervisor dashboards, and quality management
  • CXone Workforce Management (WFM) and Quality Management (QM) integrations
  • CXone Analytics, Interaction Analytics, and real-time reporting
  • CXone DFO (Digital First Omnichannel) for digital channel routing
• Lead platform migrations to CXone by assessing legacy environments, defining phased migration strategies, and maintaining business continuity through cutover.
• Design scalable, secure, and cost-optimized CXone tenant configurations aligned with enterprise compliance requirements (PCI, HIPAA, SOC 2).
• Integrate CXone with CRM platforms (Salesforce, ServiceNow, Microsoft Dynamics), WFM tools, and backend systems via open APIs and pre-built adapters.
• Implement CI/CD, infrastructure as code, and DevOps practices.

Agentic AI & Automation

• Architect end-to-end conversational AI solutions including NLU pipeline design, LLM orchestration, RAG / knowledge retrieval, and agentic workflow patterns.
• Design and implement Flows, Extensions, and Endpoints for voice and digital channels connected to CCaaS.
• Define agentic AI architectures including:
• Autonomous AI agents for self-service customer interactions
• AI-assisted agent copilots (Agent Assist / Copilot flows)
• LLM-powered intent recognition, generative answers, and knowledge base integration
• Integrate with enterprise backend systems via REST/SOAP APIs, webhooks, and message queues including auth patterns (OAuth 2.0, JWT, mTLS) appropriate to regulated environments.
• Implement STT/TTS engines (Nuance, Google, AWS, Azure, Deepgram) and design the voice pipeline architecture that connects them into the broader solution.
• Embed observability into every deployment, including logging, error handling, conversation tracing, and performance metrics, so issues are identified before they affect customers.

What You'll Bring

• 7+ years of experience designing, architecting, and delivering enterprise cloud contact center or CCaaS solutions using platforms such as NICE CXone, Genesys, Amazon Connect, Twilio, Avaya, Cisco, or similar.
• Bachelor's degree in computer science, Software Engineering, Information Systems, or equivalent experience.
• 5+ years in solution architecture, technical implementation, or software engineering roles supporting contact center, customer experience, or enterprise SaaS programs.
• Demonstrated experience taking complex contact center or customer experience solutions from architecture through production deployment.

Technical Skills Required:

Platform & Conversational AI

• Experience with one or more enterprise conversational AI or CCaaS-adjacent platforms, such as Cognigy.AI, Google CCAI, Amazon Lex, or comparable technologies.
• Working knowledge of conversational AI architecture, including NLU pipelines, LLM orchestration, RAG / knowledge retrieval, and agentic workflow patterns.
• Comfort working alongside conversational designers and translating functional designs into resilient technical implementations.

Engineering & Integration

• Strong proficiency in JavaScript for bot logic, custom services, data transformation, and integration code.
• Deep experience with REST APIs, webhooks, and integration patterns, including tools such as Postman, Swagger/OpenAPI, and API gateways.
• Experience integrating with enterprise systems, including Salesforce, ServiceNow, Zendesk, SAP, and custom CRMs/ERPs, with the authentication and data-mapping work required for production readiness.
• Solid grasp of authentication and security patterns, including OAuth 2.0, JWT, API keys, mTLS, secrets management, and data handling for regulated industries.
• Comfortable with Git, branching strategies, and code reviews.
• Familiarity with front-end basics (HTML, CSS) sufficient to build and integrate chat widgets and lightweight customer-facing experiences.

Architecture & Quality

• Track record of designing scalable, resilient enterprise solutions, supported by clear architecture diagrams, integration specifications, and operational documentation.
• Strong testing instincts: unit, integration, regression, and load testing with judgment about where to invest.
• Experience with observability and operational tooling, including logging, tracing, monitoring, and alerting.
• Ability to design and document solution architectures using tools like Lucidchart, Miro, or draw.io.

Nice to Have

• 10+ years leading enterprise-wide, transformation initiatives.
• Certifications in NICE CXone, AWS, Azure, GCP, or related cloud platforms.
• Experience implementing infrastructure-as-code (Terraform, Docker, Kubernetes).
• Advanced knowledge of telephony and SIP integration patterns.
• Skilled in conversational AI design and agentic AI orchestration frameworks.

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 $99,450 to $209,900