CCaaS Solution Architect

Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; 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. Accenture Song accelerates growth and value for our clients through sustained customer relevance. 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. Develop and deliver CCaaS transformation that aligns with the company’s vision and business goals. Communicate transformation goals, progress, and outcomes effectively to internal and external stakeholders. Market & Technology Insights: Stay abreast of industry trends, emerging technologies, and competitive dynamics to inform transformation strategies. Works in a highly client-facing role to lead the end-to-end delivery lifecycle of complex and large-scale CCaaS technology solutions for customer channels Develops strong working relationships with the senior management team and identifies follow-on project opportunities Works with software and technology partners to design & deliver CCaaS solutions focused on customer service Plans and estimates delivery work with an Agile approach, focusing on project milestones, resource planning (both on-shore and off-shore), scope, budget, risk identification and mitigation planning Manages day-to-day on-shore and off-shore project teams during the project lifecycle Manages the project ideation, gathering the high-level business requirements, defining the detailed requirements and process into epics and stories Manages experience-led teams in developing strategic vision and creative UI/UX design Contributes to the ongoing development of solution/program offering approaches, methodologies, techniques, business development tools, and growing our resources Design omnichannel customer experience solutions (voice, chat, email, messaging). Establish reference architectures, design patterns, and best practices for Amazon Connect implementations. Lead phased migration approaches (lift-and-shift, re-platform, re-architect). Ensure business continuity, minimal downtime, and risk mitigation during migration. Oversee integration strategy with CRM, workforce management, and backend systems. AWS Lambda, Lex, Kinesis, DynamoDB Design scalable, secure, and cost-optimized AWS architectures. Implement CI/CD, infrastructure as code, and DevOps practices. Agentic AI & Automation, Design and integrate Agentic AI solutions to enhance customer and agent experiences Autonomous AI agents for customer interaction AI-assisted agent copilots Conversational AI using LLMs Hands-on expertise with AWS cloud services. ~ Experience designing AI/ML or GenAI-driven solutions in CX environments. ~ 8+ years of experience in aligning technology capabilities with contact center benchmarks, quality metrics, agent scorecard etc. ~5+ years of experience in Design and implement AI chatbot/ Virtual assistant and define a comprehensive digital roadmap to integrate with cloud contact center platforms ~ 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. ~ A minimum of a high school diploma or GED is required for this position Minimum 10 years of experience with both Waterfall and Agile SDLC, implementing large, complex technology platforms. ~7+ years of experience in strategic planning, project management, stakeholder engagement, strategic leadership and change management ~5+ years of experience implementing comprehensive end-to-end service center & field service software suites such as Salesforce, Oracle, Microsoft Dynamics, IFS, Genesys, Nice, Sprinklr, Twilio ~ Strong understanding of PCI/PII security and data privacy requirements ~ Exceptionally strong leadership & communication skills to effectively manage client accounts and multidisciplinary teams ~ multi-country, language, brand, etc.) ~ Experience working with clients in various industry verticals such as Healthcare, Insurance, SLED – State/Local/Education, Public Sector, Retail Services etc. Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location,