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CCaaS Solution Architect - Amazon Connect
Accenture
Calgary, CAN
Full-time
Mid-Senior
Onsite
CAD 99,450 to CAD 209,900.
Discovered 3 weeks ago
CCaaS solution architectureAmazon Connectcontact center migrationAWSAWS LambdaAmazon Lex
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CCaaS solution architectureAmazon Connectcontact center migration
Role Overview
Accenture Song is seeking a CCaaS Solution Architect to develop and deliver contact-center transformation aligned with business goals.
The role leads strategic CCaaS initiatives, communicates transformation outcomes, and uses market and technology insights to identify growth opportunities.
The position is highly client-facing and covers complex, large-scale customer-channel solutions.
Key Skills for This Role
CCaaS solution architectureAmazon Connectcontact center migrationAWSAWS LambdaAmazon Lex
Full Job Posting
The role
Accenture Song is seeking a CCaaS Solution Architect to develop and deliver contact-center transformation aligned with business goals.
The role leads strategic CCaaS initiatives, communicates transformation outcomes, and uses market and technology insights to identify growth opportunities.
The position is highly client-facing and covers complex, large-scale customer-channel solutions.
The work
- Lead end-to-end delivery of complex CCaaS technology solutions and manage platform migration and global rollout strategy.
- Build relationships with senior management and identify follow-on project opportunities.
- Plan and estimate Agile delivery work across milestones, resources, scope, budget, risks, and mitigation.
- Manage onshore and offshore project teams and translate business requirements into detailed epics and stories.
- Lead solution architecture for migrations from on-premise platforms to Amazon Connect.
- Define target-state architecture, transition states, migration roadmaps, reference architectures, and design patterns.
- Design omnichannel customer experiences across voice, chat, email, and messaging.
- Assess legacy platforms and lead phased migration approaches while protecting continuity and minimizing downtime.
- Oversee integrations with CRM, workforce management, and backend systems.
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