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CCaaS Engineer
Accenture
Calgary, CAN
Full-time
Mid-Senior
Onsite
CAD 69,450 to CAD 119,450
Discovered 1 weeks ago
Amazon ConnectGoogle Cloud Contact Center AIcontact center as a servicecontact flows and IVRAmazon LexGoogle Dialogflow CX
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Amazon ConnectGoogle Cloud Contact Center AIcontact center as a service
Role Overview
The CCaaS Engineer builds scalable, intelligent customer experience solutions across Amazon Connect and Google Cloud Contact Center AI.
The role works with architects, developers, and business stakeholders to translate requirements into robust implementations.
Key Skills for This Role
Amazon ConnectGoogle Cloud Contact Center AIcontact center as a servicecontact flows and IVRAmazon LexGoogle Dialogflow CX
Full Job Posting
About Accenture Song
Accenture Song works across growth, product and experience design, technology platforms, creative, media, marketing strategy, and campaign orchestration.
The role supports client initiatives in a fast-changing delivery environment.
Role Overview
The CCaaS Engineer builds scalable, intelligent customer experience solutions across Amazon Connect and Google Cloud Contact Center AI.
The role works with architects, developers, and business stakeholders to translate requirements into robust implementations.
The Work
- Design, configure, and maintain contact center solutions across voice, chat, email, and messaging channels.
- Implement contact flows, IVR, routing, agent workspaces, cloud services, enterprise integrations, and AI-powered features.
- Support migrations, testing, production troubleshooting, performance optimization, documentation, and Agile delivery.
Amazon Connect Engineering
- Configure Amazon Connect contact flows, routing profiles, queues, and agent hierarchies.
- Develop AWS Lambda integrations using Python, Node.js, or Java.
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