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Solution Architect - CCaaS
Accenture
Montréal, CAN
Full-time
Mid-Senior
Onsite
Discovered 4 weeks ago
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Role Overview
Accenture Song accelerates growth and value for clients through sustained customer relevance.
Capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration.
Strong client relationships and deep industry expertise help clients operate at the speed of life through imagination, technology, and intelligence.
Key Skills for This Role
NICE CXoneGenesysAmazon ConnectTwilioAvayaCisco
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About Accenture Song
Accenture Song accelerates growth and value for clients through sustained customer relevance.
Capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration.
Strong client relationships and deep industry expertise help clients operate at the speed of life through imagination, technology, and intelligence.
Key Responsibilities
- Lead end-to-end solution architecture for CCaaS migration programs, including transitions from on-premises platforms to NICE CXone.
- Define target-state architectures, transition states, migration roadmaps, and design guardrails that align with client business and technology strategies.
- Design omnichannel customer experience solutions across voice, chat, email, messaging, and emerging digital channels.
- Establish reference architectures, reusable design patterns, and implementation best practices for NICE CXone deployments.
- Assess legacy contact center platforms, including Avaya, Genesys, Cisco, and similar environments, to define practical modernization and migration strategies.
- Lead phased migration approaches, including lift-and-shift, re-platforming, and re-architecture, based on business priorities and technical complexity.
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