CCaaS Engineer

Configure Amazon Connect contact flows, routing profiles, queues, and agent hierarchies.

Develop AWS Lambda functions and backend integrations in Python, Node.js, or Java.

Build conversational AI experiences using Amazon Lex and integrate with Amazon Bedrock for GenAI-powered self-service.

Implement real-time and historical analytics using Amazon Connect Contact Lens, Kinesis, and AWS reporting tools.

Provision and manage AWS infrastructure (Lambda, DynamoDB, S3, Kinesis, API Gateway, CloudWatch) using Terraform or CloudFormation.

Build and configure virtual agents using Dialogflow CX, including intent design, entity management, and conversation flow development.

Implement CCAI Agent Assist to deliver real-time agent guidance, smart replies, and knowledge base surfacing.

Develop CCAI Insights configurations for post-call analytics, topic modeling, and sentiment analysis.

Integrate Google CCAI with telephony connectors and contact center platforms via CCAI Platform (CCAIP) or partner integrations.

Leverage Google Cloud services (Cloud Functions, Pub/Sub, BigQuery, Vertex AI) to build supporting backend workflows and analytics pipelines.

Provision GCP resources using Terraform or Google Cloud Deployment Manager.

Execute phased migration tasks from legacy contact center platforms to Amazon Connect or Google CCAI.

Build and validate API-based integrations with CRM, WFM, and enterprise backend systems on both platforms.

Support cutover planning, data migration, and rollback procedures to ensure business continuity.

Conduct technical testing and performance benchmarking pre- and post-migration.

Design and tune conversational AI flows across Amazon Lex / Bedrock and Google Dialogflow CX / Vertex AI.

Implement agentic AI capabilities such as autonomous virtual agents and AI-assisted agent copilots on both platforms.

Apply prompt engineering, RAG pipelines, and grounding techniques to optimize GenAI performance in CX contexts.

Integrate CCAI Agent Assist and Amazon Q in Connect to deliver intelligent, real-time agent support.

Maintain IaC templates and automate provisioning across AWS (CloudFormation, CDK) and GCP (Terraform, Deployment Manager).

Implement and manage CI/CD pipelines using AWS CodePipeline, Google Cloud Build, GitHub Actions, or Jenkins.

Apply security best practices—IAM roles, encryption, VPC/VPN configurations—across AWS and GCP contact center environments.

Monitor system health using CloudWatch and Google Cloud Operations Suite; set up alerting and participate in incident response.

AWS certification (e.g., AWS Certified Developer, AWS Certified Solutions Architect) and/or Google Cloud certification (e.g., Professional Cloud Developer, Professional Machine Learning Engineer).

5+ years of experience in contact center technology engineering or cloud application development.

Experience with Amazon Q in Connect for real-time agent recommendations and knowledge retrieval.

Experience with Google CCAI Platform (CCAIP) as a managed contact center solution.

Hands-on experience with Vertex AI for fine-tuning or deploying generative AI models in CX workflows.

Experience with CRM integrations such as Salesforce Service Cloud Voice, Microsoft Dynamics, or ServiceNow CTI on either platform.

Experience with workforce management (WFM) platform integrations (e.g., NICE Workforce, Verint, Calabrio).

Experience working in a consulting or professional services environment on large-scale enterprise technology programs.

Exposure to industry verticals such as Healthcare, Insurance, Retail, Public Sector, or Financial Services.

Strong communication and documentation skills with the ability to convey technical concepts to non-technical stakeholders.

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation, based on full-time employment, for roles that may be hired as set forth below. The recruiting efforts for this position are intended to fill a brand new position. The base pay range shown below is intended as a guideline to reflect the majority of offers for this role. It does not represent a maximum limit — in some cases, actual compensation may exceed the range where appropriate.

Information on benefits is here:

Role Location Annual Salary Range

British Columbia/Ontario/New Brunswick $69,450 to $119,450

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