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Added 1 day ago
SS
Spécialiste principal – Intervention en cas d’incident (DFIR)/Senior Specialist - Incident Response (DFIR)
SITA Switzerland Sarl
Montreal, QC
- Full-time
As a Digital Forensics & Incident Response (DFIR) Specialist, you will play a key role in investigating cybersecurity incidents, performing digital forensic analysis, and supporting the…
Added 2 days ago
Principal Network Engineer
Hasbro
Montreal, QC
Develop the AWS and Palo Alto Panorama cloud integration - detailing how cloud-native firewall policy, VPC topology, and on-premises ZTNA fabric combine within a unified enforcement plane.
Added 2 days ago
FC
Data Governance Specialist
Fidelity Canada
Toronto, ON
- Full-time
Reporting to the Manager Data Governance, the Data Governance Specialist (MDM, Data Quality & Governance) plays a pivotal role in establishing, enhancing, and maintaining Master Data…
Added 3 days ago
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SENIOR TECHNOLOGY SPECIALIST - VIRTUAL DESKTOP & LINUX PLATFORMS
BDC
Montreal, QC
- Full-time
Support Linux workloads across On-premises data centers, VMware-based environments and AWS cloud platforms
Added 3 days ago
I
Senior Analyst, DevSecOps
Intelcom
Montreal, QC · Service Centre (Montreal) Lab
- Full-time
· Relevant certifications such as AWS Certified Security - Specialty, Azure Security Engineer, CISSP, GIAC, GIAC Cloud Security Automation, Kubernetes Security Specialist, or demonstrated…
Added 3 days ago
PR
Specialist-Senior Virtualization Infrastructure
Peel Regional Police
Brampton, ON
- $88,093 to $124,990 CAD / year
- Temporary
Are you an ambitious and highly motivated specialist with experience in management of virtualization and cloud infrastructure solutions? Are you looking to make the next step in your…
Added 5 days ago
WO
Principal Network Engineer
Wizards of the Coast
Montreal, QC
- Full-time
Develop the AWS and Palo Alto Panorama cloud integration - detailing how cloud-native firewall policy, VPC topology, and on-premises ZTNA fabric combine within a unified enforcement plane.
Added 5 days ago
WT
Middleware Integration Specialist
Wissen Technology
Montreal, QC
- Full-time
Support application and middleware deployments across cloud platforms, including Azure and AWS.
Added 7 days ago
RN
Workplace System Administrator
Riverside Natural Foods Ltd. (Home of MadeGood)
Toronto, ON
- Full-time
…etc., MFA, Adobe, DocuSign, Shared Drive, websites and domains, AWS, Azure cloud, ITSM, and other desktop and Cloud based…
Added 7 days ago
Workplace System Administrator
Riverside Natural Foods Ltd.
Toronto, ON
…etc., MFA, Adobe, DocuSign, Shared Drive, websites and domains, AWS, Azure cloud, ITSM, and other desktop and Cloud based…
Added 9 days ago
NB
Salesforce Application Architect
National Bank of Canada
Montreal, QC
- Full-time
…authentication strategies (SSO, OAuth 2.0) and integration with cloud environments such as…
Added 9 days ago
Specialist Systems, IT
City of Mississauga
Mississauga, ON
As a DevOps Specialist, you will work with technical teams across the organization to implement DevOps strategies and automate applications and infrastructure across on-premise and cloud…
Added 9 days ago
CO
Specialist Systems, IT
City of Mississauga
Mississauga, ON
- Full-time
As a DevOps Specialist, you will work with technical teams across the organization to implement DevOps strategies and automate applications and infrastructure across on-premise and cloud…
Added 10 days ago
NB
SAS Viya System Administrator
National Bank of Canada
Montreal, QC
- Full-time
Required skills: Big Data, Cloud Computing, Data Structures, Data Warehousing, Database Design, Incident Management, Initiative, Learning Agility, Priority Queue, SAS Certified Specialist:…
Added 10 days ago
N
CAP Intelligence Platform Databricks Engineer
Nasdaq
Toronto, ON
- Full-time
Databricks Certified Professional certification or equivalent cloud certifications (e.g., AWS).
Added 11 days ago
Principal Network Engineer
Hasbro
Montreal, QC
Develop the AWS and Palo Alto Panorama cloud integration - detailing how cloud-native firewall policy, VPC topology, and on-premises ZTNA fabric combine within a unified enforcement plane.
Added 11 days ago
B
Tech Lead - Application Development N 4C
BrightClaim
Montreal, QC
- Full-time
· Hands-on experience with Cloud platforms (Azure or AWS), Docker/Podman containers, Kubernetes / OpenShift
Added 11 days ago
Bilingual Senior Specialist, Cloud Infrastructure Operations Engineering
CMHC - SCHL
Ottawa, ON · Toronto, ON · Montreal, QC
Join the Technology and Business Transformation team in the Bilingual Senior Specialist, Cloud Infrastructure Operations Engineering position. In this position, you will be responsible for…
Added 11 days ago
D
Senior DevOps Engineer - Healix
Deloitte
Toronto, ON
- Full-time
We are hiring a Senior DevOps Engineer to own and evolve our cloud platform on AWS, grounded in infrastructure as code, secure multi-account patterns, and reliable delivery. You will shape…
Added 13 days ago
C
IT Architecture Specialist-EN
CAE
Halifax, NS
- Full-time
Hands-on experience with cloud platforms such as Microsoft Azure and/or Amazon Web Services (AWS).
Added 13 days ago
C
IT Architecture Specialist-EN
CAE
Ottawa, ON
- Full-time
Hands-on experience with cloud platforms such as Microsoft Azure and/or Amazon Web Services (AWS).
Added 13 days ago
C
IT Architecture Specialist-EN
CAE
Montreal, QC
- Full-time
Hands-on experience with cloud platforms such as Microsoft Azure and/or Amazon Web Services (AWS).
Added 13 days ago
UO
Research Platform Cloud Designer -Information Technologies
University of Calgary
Calgary, AB
- Full-time
Participate in developing best practices in cloud architecture, Infrastructure as Code, Policy-as-code, AWS Resource Control Policies, AWS Service Control Policies, Configuration-drift…
Added 13 days ago
HD
Specialist - Server Support - JWS (35hrs)
Halton District School Board
Burlington, ON
- Full-time
The Specialist - Server Support acts as a functional and strategic leader for the HDSB’s server and enterprise infrastructure environment within the Network Operations team. This position…
Added 13 days ago
C
IT Architecture Specialist
CAE
Ottawa, ON · Montreal, QC · Mirabel, QC · Halifax, NS
- Full-time
Hands-on experience with cloud platforms such as Microsoft Azure and/or Amazon Web Services (AWS).

Accenture

Amazon Connect Functional Lead

Toronto, ON, Canada

Annual Salary Range: $99,450 to $209,900 · Full-time

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Job details

Pay: Annual Salary Range: $99,450 to $209,900
Job type: Full-time
Posting language: English
Posted: Aug 20, 2026

Original job description

Are you ready to step up to the New and take your technology expertise to the next level?

Accenture is looking for passionate and customer obsessed AWS cloud developers and AWS solutions architects to join our AWS Practice. You will help drive innovation, build differentiated solutions, and define new customer experiences for our customers (and customer’s, customers). You’ll work with smart people across our industry, specialist organizations, and technology groups to help our customers get the most out of AWS in their cloud journey.

The AWS Practice is home to our deepest AWS experts and supports Accenture’s more than 1,500 certified AWS architects across the company. Join our team and be among Accenture’s most talented AWS practitioners, our AWS SWAT team. The group is responsible for Accenture’s most complex AWS projects and provides our delivery capability for the Accenture AWS Business Group (AABG). AABG is the deepest relationship Amazon Web Services has with any partner in the ecosystem. Choosing Accenture and the AWS Practice will take your AWS experience and skills to the next level and allow you to work in an innovative and collaborative environment. At Accenture, you can lead the world’s largest enterprises on the path to native cloud transformation and serverless, on the leading edge of cloud.

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture and make delivering innovative work part of your extraordinary career.

Learn more about our AABG and AWS at Accenture here: https://www.accenture.com/us-en/service-aws-cloud 

You Are:

A skilled Amazon Connect Functional Specialist with deep expertise Amazon connect capabilities including designing and configuring customer, supervisor and agent experiences within cloud contact center environments. You have a strong understanding of contact center operations and excel at translating business requirements into Omni-Channel experiences including routing strategies, contact flows, NLU and conversational AI, that improve both customer and agent experiences.

You are passionate about optimizing customer interactions through intelligent routing, IVR design, self-service capabilities, and seamless integration with AWS services and enterprise applications. You work closely with business stakeholders, product owners, architects, and development teams to design, test, and continuously improve Amazon Connect solutions that drive operational efficiency and customer satisfaction.

The Work:

Routing & Contact Flow Design

Design Amazon Connect routing solutions, contact flows, queue structures, skills-based routing, callbacks, transfers, and escalation paths.
Design customer experience journeys DTMF, NLU and conversational AI capabilities
Translate business requirements into efficient customer journeys across voice and digital channels.

User Experience Optimization

Design and provide integration support for Amazon connect profiles, cases, views and outbound campaigns
Enable and support analytics solutions for contact center metrics and customer interactions to enable clients to improve solution effectiveness, channel experiences, self-service capabilities, and operational efficiency.
Enable solutions for supporting workstreams such as WFM, QM, reporting and analytics teams.

Amazon Connect Administration

DesignAmazon Connect configurations including contact flows, hoop, routing and queues, skills.
Design Contact Lens evaluation forms, rules and notifications, recording and speech analytics Support testing, deployment, and troubleshooting of configurations and enhancements.

AWS & Enterprise Integrations

Collaborate with technical teams to integrate Amazon Connect with AWS services and enterprise applications, including CRM and back-end systems.

Stakeholder & Operational Support

Partner with business and operations teams to gather requirements, deliver solutions, , and recommend continuous improvements.

Job Qualifications

Here's What You Need:

Minimum of 3 years' hands-on functional experience with Amazon Connect Contact Center including contact flows, routing, contact lens, channel strategy, agent workspace and Amazon Connect administration.
Minimum of 3 years' experience designing and implementing routing strategies for enterprise contact center environments.
Minimum of 3 years' experience configuring and managing:
- Amazon Connect Contact Flows
- Skills-Based Routing and Queue Management
- NLU and conversational AI solutions
- Callback Handling
- Reporting and Analytics
- Contact Lens
Minimum of 3 years' experience working with AWS services, including:
- AWS Lambda
- DynamoDB
- Amazon S3
- CloudWatch
- Amazon Lex
Experience supporting integrations between contact center platforms and enterprise applications such as CRM, workforce management, and reporting platforms.
Strong knowledge of:
- Contact Center Operations
- Contact Center KPIs and Service Levels
- Contact Flow Design and Best Practices
- Customer Journey Mapping
- Queue Management and Workforce Optimization
- Voice and Digital Customer Engagement
Experience gathering business requirements and translating them into routing configurations and customer journey solutions.
Experience supporting testing, deployment, and production support activities within contact center environments.
Strong analytical and problem-solving skills with the ability to troubleshoot routing and call flow issues.
Bachelors in computer science or related field.

Preferred Skills

Amazon Connect Routing & Administration
Contact Flow Development
Skills-Based Routing
IVR Design
Customer Journey Design
Amazon Lex
DynamoDB
Contact Center Operations
Contact Center Reporting & KPIs
CRM Integrations

Nice to Have: Availability to work in a hybrid model, with an expectation of 2-3 days per week in the office.

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: British Columbia/Ontario/New Brunswick

Annual Salary Range: $99,450 to $209,900

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services - creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.

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More about this job

Responsibilities

You will design and configure Amazon Connect routing solutions, contact flows, and conversational AI to optimize customer and agent experiences. You will also collaborate with stakeholders and technical teams to integrate these solutions with enterprise applications and ensure operational efficiency.

Requirements

Candidates must have a minimum of 3 years of hands-on experience with Amazon Connect, including contact flows, routing, and AWS service integration. A bachelor's degree in computer science or a related field is required.

Skills

Amazon Connect
AWS Lambda
DynamoDB
Amazon Lex
Contact Center Operations
Routing Strategies
Contact Flows
NLU
Conversational AI
Contact Lens
Queue Management
CRM Integration
Customer Journey Mapping
Cloud Architecture
Reporting and Analytics
Workforce Optimization

Visa sponsorship

Not detected in the job text

Keywords

Amazon Connect
AWS
Cloud Computing
Contact Center
Routing
Contact Flows
NLU
Conversational AI
Lambda
DynamoDB
S3
CloudWatch
Lex
CRM
WFM
QM
Contact Lens
IVR
Skills-Based Routing
Customer Journey
Digital Channels
Analytics
Reporting
Enterprise Integration
Accenture
AABG
Cloud Transformation
Serverless
Operational Efficiency
Hybrid Work

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