CCaaS Tech Lead

Accenture•Vancouver, BC

1d•CA$108,800 - CA$220,400•Hybrid

About The Position

Accenture Song is seeking a CCaaS Tech Lead responsible for end-to-end technical leadership in contact center modernization and agentic AI engagements. This role involves shaping solution architecture, guiding technical delivery, and ensuring scalable, secure, and resilient implementations. The Technical Lead will oversee the technical workstream for CCaaS platforms, cloud infrastructure, agentic AI workflows, and enterprise integrations, collaborating with Delivery Leads, Functional Leads, Architects, and client IT stakeholders. The position is crucial for guiding engagements from discovery and design through build, deployment, and value realization.

Requirements

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.
A University degree is required for this position.
Deep understanding of CCaaS platforms (e.g., Amazon Connect, Genesys, NICE) and contact center architectures.
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.
Strong knowledge of 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.

Nice To Haves

Experience in financial services or regulated environments.
Exposure to large-scale CCaaS migrations from legacy platforms.
Experience with agentic AI frameworks or managed AI services.
Prior consulting or SI delivery experience.

Responsibilities

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 direction across CCaaS platforms (e.g., Amazon Connect, Genesys, NICE) and supporting AWS services.
Lead the design and implementation of CCaaS capabilities, including call routing, IVR, queues, contact flows, digital channels, omnichannel orchestration, reporting, analytics, and quality management.
Guide CCaaS migrations and modernization initiatives, including platform configuration, environment setup, and cutover planning.
Lead the technical design of agentic AI solutions, including agent orchestration, multi-agent patterns, conversation flows, intent handling, context management, and 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.
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.
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.
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.