CCaaS Tech Consultant
About The Position
Accenture Song is seeking a CCaaS Tech Consultant to support the design, build, and delivery of contact center and agentic AI solutions. This role involves hands-on technical analysis across CCaaS platforms, agentic workflows, integrations, and cloud environments. The position acts as a bridge between functional intent and technical execution, collaborating with Solution Architects, AWS/CCaaS specialists, and delivery teams to translate requirements into technical artifacts. It is a delivery-oriented role for individuals looking to deepen their expertise in cloud-based contact centers, agentic AI architectures, and enterprise integrations within large-scale transformation programs.
Requirements
- 2–4 years of experience in a Technical Analyst, Associate Consultant, or Engineering support role.
- Hands-on exposure to contact center technologies, cloud platforms, or enterprise systems.
- Experience supporting technical delivery activities and documentation.
- A University degree is required for this position.
- Foundational understanding of CCaaS platforms and contact center architectures.
- Exposure to agentic or AI-enabled solutions, such as virtual agents, automation, or decision support.
- Familiarity with how conversational experiences connect to backend systems and data.
- Working knowledge of Cloud concepts (preferably AWS).
- Working knowledge of APIs and system integrations.
- Working knowledge of basic troubleshooting and log analysis.
- Comfortable reading and contributing to architecture diagrams and technical flows.
- Experience working in agile or hybrid delivery environments.
- Strong collaboration skills with architects, engineers, and functional teams.
- Detail-oriented and delivery-focused mindset.
Nice To Haves
- Experience supporting CCaaS migrations or Amazon Connect implementations.
- Exposure to agentic AI frameworks or automation platforms.
- Financial services or regulated-environment experience.
- Familiarity with DevOps, CI/CD, or infrastructure-as-code concepts.
Responsibilities
- Support the technical design and configuration of CCaaS platforms (e.g., Amazon Connect, Genesys, NICE) across routing, IVR, queues, digital channels, and reporting.
- Assist with documenting AS-IS and TO-BE technical architectures, platform capabilities, and configuration dependencies.
- Support CCaaS migration and modernization initiatives, including environment readiness and foundational setup.
- Support the documentation and implementation of agentic AI workflows, including agent orchestration and hand-offs, intent recognition and conversation flows, and tool and system interactions (front- and back-office).
- Assist in defining technical workflows for pre-identified agentic use cases, including data sources, integrations, and dependencies.
- Work closely with architects and AI specialists to align agentic designs with platform and cloud constraints.
- Support analysis and documentation of system integrations between CCaaS platforms and enterprise systems (CRM, core banking, authentication, analytics).
- Assist with API mapping, data flows, and dependency identification.
- Contribute to technical input for security, resiliency, and operational considerations.
- Assist with cloud and environment setup activities in coordination with technical leads (e.g., AWS landing zones, connectivity, access).
- Support build, configuration, unit testing, and defect triage.
- Assist with SIT/UAT preparation and technical validation activities.
- Produce and maintain technical artifacts, including technical workflows and diagrams, integration inventories, and configuration and build notes.
- Ensure technical documentation aligns with internal delivery standards and agreed engagement scope.
- Support risk, issue, and dependency tracking from a technical perspective.
Benefits
- Information on benefits is here.
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
