CCaaS Tech Consultant

Accenture•Vancouver, BC

5d•CA$36 - CA$60

About The Position

The CCaaS Tech Consultant supports the design, build, and delivery of contact center and agentic AI solutions, contributing hands‑on technical analysis across CCaaS platforms, agentic workflows, integrations, and cloud environments. The role bridges functional intent and technical execution, working closely with Solution Architects, AWS / CCaaS specialists, and delivery teams to translate requirements into implementable technical artifacts. This is a delivery‑oriented role, ideal for practitioners building depth 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.
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.

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.