CCaaS Functional Consultant
Job Fit Check
Base Career helps you apply smarter for this job.
Key skills for this role
About the Role
Accenture Song is seeking a CCaaS Functional Consultant with experience in Amazon Connect to support the design and delivery of next-generation contact center and agentic AI experiences.
Key Skills for This Role
Responsibilities
- Support the delivery of contact center modernization and agentic AI engagements through functional analysis, requirements documentation, and experience design activities
- Contribute to CCaaS transformation programs by translating business needs into clear, structured functional documentation and solution inputs
- Partner with business analysts, functional leads, architects, and delivery teams to support end to end workstream execution
- Support requirements gathering and creation of solution documentation for CCaaS transformations, including Amazon Connect and agentic AI workstreams
- Translate business requirements into clear functional and technical design artifacts, including process flows, integration requirements, data flows, sequence diagrams, and non functional requirements
- Support documentation for integrations with CRM platforms such as Salesforce, Dynamics, and ServiceNow, as well as workforce management, knowledge management, and backend systems through APIs, webhooks, and event streams
- Support the elicitation, analysis, and documentation of functional and non functional requirements for CCaaS and agentic AI engagements
- Document business processes, functional workflows, and system behaviors that support contact center and digital engagement use cases
- Create and maintain functional requirements, user stories and acceptance criteria, process flows, and customer and agent journey maps
- Contribute to CCaaS discovery and delivery initiatives, including migrations, modernization efforts, routing design, IVR, digital channels, and platform integrations
- Support documentation of agentic engagement use cases, including customer and agent journeys, conversation flows and intent handling, business rules, authentication steps, and system dependencies
- Work with senior team members to translate customer experience objectives into functional capabilities and delivery requirements
Requirements
- 2–4 years of experience in a Business Analyst, Functional Analyst, or Associate Consultant role
- Experience in contact center, customer service, or digital engagement environments
- Hands on experience documenting requirements, user stories, acceptance criteria, and business processes
- Foundational understanding of CCaaS platforms and contact center capabilities (routing, IVR, digital channels, reporting)
- Awareness of agentic AI or AI enabled engagement concepts (chatbots, virtual agents, agent assist, workflow automation)
- Ability to understand and document customer journeys and conversational interactions
- Working knowledge of cloud architecture across at least one major hyperscaler: AWS, Azure, or GCP
- Understanding of contact center KPIs such as AHT, CSAT, FCR, containment, and deflection
- Experience supporting a workstream or mid sized engagement through multiple phases of delivery
- Strong written and verbal communication skills, with ability to present to client managers and directors
- Strong attention to detail, structured thinking, and ability to communicate requirements clearly
- Comfort working with senior stakeholders and cross functional teams
Full Job Posting
We Are
- Accenture Song accelerates growth and value for our clients through sustained customer relevance.
- Capabilities span ideation to execution across growth, product and experience design, technology and experience platforms, creative, media and marketing strategy, and campaign, content, and channel orchestration.
- Learn more at: www.accenture.com/song
You Are
- A hands on CCaaS Functional Consultant with experience supporting the design and delivery of next generation contact center and agentic AI experiences, with a strong foundation in Amazon Connect.
- You help drive solution workstreams end to end—from discovery and requirements gathering through design, build support, testing, and go live.
- You work closely with senior architects, functional leads, and engagement leaders to help shape scalable, customer centered solutions.
The Work
- Support the delivery of contact center modernization and agentic AI engagements through functional analysis, requirements documentation, and experience design activities.
- Contribute to CCaaS transformation programs by translating business needs into clear, structured functional documentation and solution inputs.
- Partner with business analysts, functional leads, architects, and delivery teams to support end to end workstream execution.
- Support requirements gathering and the creation of solution documentation for CCaaS transformations, including Amazon Connect and agentic AI workstreams, from discovery through production rollout.
- Translate business requirements into clear functional and technical design artifacts, including process flows, integration requirements, data flows, sequence diagrams, and non functional requirements.
- Support documentation for integrations with CRM platforms such as Salesforce, Dynamics, and ServiceNow, as well as workforce management, knowledge management, and backend systems through APIs, webhooks, and event streams.
- Support the elicitation, analysis, and documentation of functional and non functional requirements for CCaaS and agentic AI engagements.
- Document business processes, functional workflows, and system behaviors that support contact center and digital engagement use cases.
- Create and maintain functional requirements, user stories and acceptance criteria, process flows, and customer and agent journey maps.
- Contribute to CCaaS discovery and delivery initiatives, including migrations, modernization efforts, routing design, IVR, digital channels, and platform integrations.
- Support documentation of agentic engagement use cases, including customer and agent journeys, conversation flows and intent handling, business rules, authentication steps, and system dependencies.
- Work with senior team members to translate customer experience objectives into functional capabilities and delivery requirements.
Here’s What You’ll Need
- 2–4 years of experience in a Business Analyst, Functional Analyst, or Associate Consultant role.
- Experience in contact center, customer service, or digital engagement environments.
- Hands on experience documenting requirements, user stories, acceptance criteria, and business processes.
- Foundational understanding of CCaaS platforms and contact center capabilities, such as routing, IVR, digital channels, and reporting.
- Awareness of agentic AI or AI enabled engagement concepts, including chatbots, virtual agents, agent assist, and workflow automation.
- Ability to understand and document customer journeys and conversational interactions.
- Working knowledge of cloud architecture across at least one major hyperscaler: AWS, Azure, or GCP.
- Understanding of contact center KPIs such as AHT, CSAT, FCR, containment, and deflection—and how solution design impacts them.
- Experience supporting a workstream or mid sized engagement through multiple phases of delivery.
- Strong written and verbal communication skills, with the ability to present to client managers and directors.
- Strong attention to detail, structured thinking, and the ability to communicate requirements and findings clearly.
- Comfort working with senior stakeholders and cross functional teams.
Nice to Have
- Bachelor’s degree or equivalent experience in a related field.
- Experience with Amazon Connect in transformation or modernization programs.
- Exposure to financial services or other regulated environments.
- Experience supporting CCaaS discovery, migration, or transformation initiatives.
- Familiarity with journey mapping, CX metrics, and service design artifacts.
Compensation
- 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.
- The base pay range for this role in British Columbia/Ontario is CAD 69,450 to CAD 119,450.
Apply for this job in 1 click
Skip the repetitive application forms
Install the Base Career Chrome Extension and autofill job applications across major job boards with your profile.
Trusted by over 500,000 job seekers on Base Career
More from this employer
More jobs at Accenture
Partners in Performance - Performance Strategy Business Analyst
Toronto, CAN
Accenture's Partners in Performance team seeks an entry-level Business Analyst to drive measurable improvements for clients. You will collect and analyze data, support prioritization and problem-solving, and may take on
Responsable principal d’IA : Snowflake
Montreal, CAN
Accenture recherche un Responsable principal IA spécialisé Snowflake pour diriger la modernisation des écosystèmes de données clients. Vous concevrez des solutions Snowflake évolutives, développerez des agents IA et ment
Banking Consulting - nCino Functional Consultant
Ottawa, CAN
Accenture is seeking a Banking Consulting nCino Functional Consultant to join their team in Ottawa. The role involves delivering transformational consulting projects for wholesale lending clients, with expertise in nCino
SAP SD Functional Tester / Configuration Analyst
Calgary, CAN
Accenture is seeking an SAP Sales & Distribution professional with hands-on experience in functional configuration, structured test execution, and S/4HANA transformation. The role involves executing test scripts, creatin
Consultant — Public Service, Industry & Enterprise
Ottawa, CAN
Accenture is seeking a Consultant for its Public Service practice in Ottawa. You will work with government clients to modernize operations, design business processes, and implement AI-enabled solutions. Requires 2+ years
Cybersecurity Risk and Compliance Specialist
الرياض, KSA
Accenture is seeking a Security Consulting Consultant to join their team in Riyadh, Saudi Arabia. The role involves developing cybersecurity frameworks, policies, and risk management strategies, as well as ensuring compl
Delivery Lead – Content Operations
Calgary, CAN
Accenture Song is seeking a Delivery Lead for Content Operations to lead large-scale content production and supply chain transformation programs. The role involves client advisory, delivery leadership, and people managem
Marketing Operating Model and Process Design Manager
Montréal, CAN
Accenture Song is seeking a Marketing Operating Model and Process Design Manager to help marketing organizations work faster and smarter. This role involves assessing current marketing operating models, designing future-
Partners in Performance - Performance Strategy Business Analyst
Toronto, CAN
Responsable principal d’IA : Snowflake
Montreal, CAN
Banking Consulting - nCino Functional Consultant
Ottawa, CAN
SAP SD Functional Tester / Configuration Analyst
Calgary, CAN
Consultant — Public Service, Industry & Enterprise
Ottawa, CAN
Cybersecurity Risk and Compliance Specialist
الرياض, KSA
Delivery Lead – Content Operations
Calgary, CAN
Marketing Operating Model and Process Design Manager
Montréal, CAN