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CCaaS Engineer
Accenture
Vancouver, CAN
Full-time
Mid-Senior
Onsite
CAD 69,450 to CAD 119,450.
Discovered 1 weeks ago
Amazon ConnectGoogle Cloud Contact Center AIContact flows and IVRAmazon LexGoogle Dialogflow CXCCAI Agent Assist
Free
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Amazon ConnectGoogle Cloud Contact Center AIContact flows and IVR
Role Overview
Accenture is seeking a hands-on CCaaS Engineer with expertise in Amazon Connect and Google Cloud Contact Center AI.
The role builds scalable intelligent customer-experience solutions across AWS and Google Cloud and works with architects, developers, and business stakeholders.
Key Skills for This Role
Amazon ConnectGoogle Cloud Contact Center AIContact flows and IVRAmazon LexGoogle Dialogflow CXCCAI Agent Assist
Full Job Posting
Role Overview
Accenture is seeking a hands-on CCaaS Engineer with expertise in Amazon Connect and Google Cloud Contact Center AI.
The role builds scalable intelligent customer-experience solutions across AWS and Google Cloud and works with architects, developers, and business stakeholders.
Core Engineering Work
- Design, configure, and maintain CCaaS solutions across voice, chat, email, and messaging channels.
- Implement contact flows, IVR logic, routing strategies, and agent workspace configurations.
- Develop cloud-native services and integrate CCaaS platforms with CRM, workforce-management, ticketing, and enterprise systems.
- Support legacy-platform assessments, migrations, cutovers, data migration, rollback planning, and performance testing.
- Build AI-powered virtual agents, chatbots, agent assist, prompt engineering, RAG pipelines, and grounding techniques.
- Support testing, QA, UAT, defect resolution, monitoring, troubleshooting, optimization, and technical documentation.
Amazon Connect Engineering
- Configure Amazon Connect contact flows, routing profiles, queues, and agent hierarchies.
- Develop AWS Lambda functions and backend integrations using Python, Node.js, or Java.
- Build conversational AI with Amazon Lex and Amazon Bedrock.
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