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AI Solutions Engineer
Connor, Clark & Lunn Private Capital Ltd.
Toronto, Ontario
Interested in joining one of Canada’s top performing asset managers? We are looking for an AI Solutions Engineer for a new full-time position on our Connor, Clark & Lunn Private Capital…
Process Engineer
Price Industries Limited
Winnipeg, MB
A Process Engineer is a professional who serves as a bridge between business needs and technology solutions. They collaborate with stakeholders to gather and analyze business requirements,…
CCaaS Engineer
Accenture
Toronto, ON · Vancouver, BC · Calgary, AB
Full-time
A hands-on CCaaS Engineer with deep technical expertise in Amazon Connect and Google Cloud Contact Center AI (CCAI). You are passionate about building scalable, intelligent customer…
Product Support Engineer
Proofpoint
Toronto, ON
Full-time
Work closely with infrastructure, operations, and engineering teams, including efforts to re-create issues in the test environment.
Senior Manager, Customer Success Applications
Clio
Toronto, ON · Burnaby, BC · Vancouver, BC · Calgary, AB
Full-time
…agents and automations that run on top of them. We work as an engineering team: changes ship through GitHub pull requests, we test and evaluate our work, and we use AI as a core part of how…
Agile Engineer
DLL Group
Burlington, ON
Full-time
The Agile Engineer is responsible for designing, configuring, testing, deploying, and supporting enterprise applications, with a primary focus on the Odessa platform and its integrations.…
Senior Data Engineer
NimbleRx
Toronto, Ontario
Full-time
As a Senior Data Engineer, you will own Nimble's data platform - the layer that every other team builds on to understand the business, ship product features, and meet our compliance…
Microsoft 365 Apps and Services Engineer
Sonata Software North America Inc.
Toronto, ON
Full-time
Sonata Software, with over $1.2 Billion Revenue, is a leading AI-first Modernization Engineering company, powered by our unique PlatformationTM framework. Our 6400+ AI Engineers are helping…
Azure Infrastructure Engineer
Sonata Software North America Inc.
Toronto, ON
Full-time
Sonata Software, with over $1.2 Billion Revenue, is a leading AI-first Modernization Engineering company, powered by our unique Platformation TM framework. Our 6400+ AI Engineers are…
SQL Server Customer Platform Engineer
Sonata Software North America Inc.
Toronto, ON
Full-time
Sonata Software, with over $1.2 Billion Revenue, is a leading AI-first Modernization Engineering company, powered by our unique Platformation TM framework. Our 6400+ AI Engineers are…
Principal Revenue Operations Manager
Jobber
Remote, Canada
Full-time · Remote
Partner with team leadership to turn evolving GTM needs into a build-and-test roadmap grounded in the metrics that matter.
Senior Full Stack Engineer - eCommerce Platform
Hasbro
Montreal, Quebec
As a Senior Software Development Engineer (SDE II) on the Hasbro Pulse team, you will architect, scale, and refine complex systems that bring Hasbro’s iconic brands to life online. You’ll…
Forward Deployed Engineer
McKesson
Mississauga, ON
Full-time
…workflows, frame problems, assess technical options, build and test prototypes, and validate value with users. Once a concept is validated, you will define a clear production path and work…
Forward Deployed Engineering, US Oncology
McKesson
Mississauga, ON
Full-time
…workflows, frame problems, assess technical options, build and test prototypes, and validate value with users. Once a concept is validated, you will define a clear production path and work…
Manager, FPGA & Hardware Development
Ross Video
Nepean, Ontario
Full-time
…agreed feature set. Liaise with the Manufacturing, Manufacturing Test Engineering, and Tech Support to enable smooth product sales & order process, build of required hardware/software…
Added 22 hours ago
Full-Stack Engineer, AI Platform
Thumbtack
Remote, Canada
Full-time · Remote
The Business Applications org builds and operates the internal systems that keep Thumbtack running at scale: Salesforce-centered workflows, admin tooling, and the integrations that connect…
Go-to-Market Engineer
atqleads
Remote, Canada
Contract · Remote
The GTM Engineer is the engine builder at the core of every ATQ Squad engagement.
Added 16 hours ago
Senior Integration Engineer
Agiloft
Canada
Full-time
We are hiring a Senior Integration Engineer to build and productize integrations between Agiloft and strategic ISV partners. This is a hands-on engineering role with regular partner…
Analytics Engineer
Canadian Unicef Committee
Toronto, ON
$90,000 to $105,000 CAD / year
Full-time
We are seeking a talented individual for the role of Analytics Engineer.
Staff Software Engineer, Quality & Reliability Platform
BuildOps
Toronto, ON
This is a high-impact, cross-functional role for an engineer who sees quality and reliability as properties of the entire system - not as a final testing phase or the responsibility of a…
Forward Deployed Solution Engineer – Applied AI FDE
ServiceNow
Montreal, QC
Full-time
It all started when engineer Fred Luddy wrote code that automated a tedious task for his coworker, Phyllis. She cried tears of joy. That moment inspired Fred to build a company that could…
Added 23 hours ago
Senior Software Engineer (Front End / Integration), Hospitality Operations Technology
Four Seasons Hotels and Resorts
Toronto, ON · Four Seasons Corporate Headquarters Toronto
Full-time
We are seeking a skilled Software Engineer with a strong background in web UX/UI Developer to design and develop intuitive, user centered digital experiences across the Property Management…
AI & Automation Engineer (Enterprise)
Magnet Forensics
Ottawa, ON · Toronto, ON · Waterloo, ON
$110,000 to $130,000 CAD / year
Full-time
The AI & Automation Engineer helps teams work smarter by identifying opportunities to automate manual processes and apply AI where it can add meaningful value. Working across Business…
AWS Cloud Engineer
ThoughtStorm
Toronto, ON
Contract
Participate to create, test and implement safeguards to maintain data integrity and protect against unauthorized access.
GTM Engineer: Customer Experience & Lifecycle
Equinix
Toronto, Ontario
Full-time
Partner with the engineering and IT organization on more technically complex builds, bringing the GTM context and business requirements while leveraging their infrastructure and…

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Accenture

CCaaS Engineer

Toronto, ON, Canada
Vancouver, BC, Canada
Calgary, AB, Canada

Job type: Full-time

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At a glance

Automatically prepared from the listing. Check the original description for the full requirements.

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Responsibilities

Design, build, and maintain CCaaS solutions using Amazon Connect and Google CCAI across multiple communication channels. Develop AI-powered features, manage cloud infrastructure via IaC, and execute migration plans from legacy platforms.

Requirements

Requires 3+ years of engineering experience with Amazon Connect and Google CCAI, along with proficiency in Python, Node.js, or Java. A high school diploma or GED is the minimum education requirement.

Experience

2 to 5 years

Education

high school

Working hours

40 hours per week

Work arrangement

On-site

Skills

Amazon Connect
Google Cloud CCAI
Dialogflow CX
AWS Lambda
Python
Node.js
Java
Terraform
CI/CD
Infrastructure as Code
Conversational AI
REST API
Agile
CRM Integration
Amazon Lex
Google Cloud Platform

Minimum pay

$69,450

Maximum pay

$119,450

Pay currency

CAD

Pay period

YEAR

Visa sponsorship

Not detected in the job text

Keywords

CCaaS
Amazon Connect
Google CCAI
Dialogflow CX
Amazon Lex
Amazon Bedrock
Vertex AI
AWS Lambda
DynamoDB
S3
Kinesis
API Gateway
CloudWatch
Cloud Functions
Pub/Sub
BigQuery
Terraform
CloudFormation
CDK
GitHub Actions
Jenkins
Salesforce
MS Dynamics
RAG Pipelines
Prompt Engineering
GenAI
IVR
CRM
WFM
Agile

Original job description

We Are:

Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our 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. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence. Visit us at: www.accenture.com/song

There will never be a typical day at Accenture Song, but that's why people love it here. The opportunities to make a difference while working on exciting client initiatives are limitless in this ever-changing space.

You Are:

A hands-on CCaaS Engineer with deep technical expertise in Amazon Connect and Google Cloud Contact Center AI (CCAI). You are passionate about building scalable, intelligent customer experience solutions that span both AWS and Google Cloud ecosystems. You thrive in fast-paced delivery environments, translate complex requirements into robust implementations, and work closely with architects, developers, and business stakeholders to deliver best-in-class contact center solutions. You are detail-oriented, a strong problem-solver, and committed to engineering excellence across both platforms.

The Work:

Designs, builds, configures, and maintains CCaaS solutions on Amazon Connect and Google CCAI across voice, chat, email, and messaging channels.
Implements contact flows, IVR logic, routing strategies, and agent workspace configurations on both Amazon Connect and Google CCAI platform.
Develops and integrates cloud-native services from AWS and Google Cloud to support end-to-end contact center workflows.
Participates in legacy platform assessments and executes migration plans to Amazon Connect or Google CCAI as defined by solution architects.
Builds and maintains CI/CD pipelines and infrastructure-as-code (IaC) across AWS and GCP environments.
Implements and validates integrations between CCaaS platforms and enterprise systems such as CRM (Salesforce, MS Dynamics), WFM, and ticketing tools.
Develops AI-powered features including virtual agents, chatbots, and agent assist capabilities leveraging Amazon Lex, Bedrock, Google Dialogflow CX, and CCAI Agent Assist.
Supports testing, QA, and UAT cycles - writing test cases, executing regression tests, and resolving defects across the full solution stack.
Monitors platform performance, troubleshoots production issues, and implements optimizations for reliability, latency, and cost efficiency on both platforms.
Documents technical designs, configuration guides, runbooks, and deployment procedures for client and internal use.
Contributes to Agile ceremonies - sprint planning, standups, retrospectives - and tracks delivery progress against milestones.

Amazon Connect Engineering

Configure Amazon Connect contact flows, routing profiles, queues, and agent hierarchies.
Develop AWS Lambda functions and backend integrations in Python, Node.js, or Java.
Build conversational AI experiences using Amazon Lex and integrate with Amazon Bedrock for GenAI-powered self-service.
Implement real-time and historical analytics using Amazon Connect Contact Lens, Kinesis, and AWS reporting tools.
Provision and manage AWS infrastructure (Lambda, DynamoDB, S3, Kinesis, API Gateway, CloudWatch) using Terraform or CloudFormation.

Google CCAI Engineering

Build and configure virtual agents using Dialogflow CX, including intent design, entity management, and conversation flow development.
Implement CCAI Agent Assist to deliver real-time agent guidance, smart replies, and knowledge base surfacing.
Develop CCAI Insights configurations for post-call analytics, topic modeling, and sentiment analysis.
Integrate Google CCAI with telephony connectors and contact center platforms via CCAI Platform (CCAIP) or partner integrations.
Leverage Google Cloud services (Cloud Functions, Pub/Sub, BigQuery, Vertex AI) to build supporting backend workflows and analytics pipelines.
Provision GCP resources using Terraform or Google Cloud Deployment Manager.

Migration & Integration Engineering

Execute phased migration tasks from legacy contact center platforms to Amazon Connect or Google CCAI.
Build and validate API-based integrations with CRM, WFM, and enterprise backend systems on both platforms.
Support cutover planning, data migration, and rollback procedures to ensure business continuity.
Conduct technical testing and performance benchmarking pre- and post-migration.

AI & Automation Engineering

Design and tune conversational AI flows across Amazon Lex / Bedrock and Google Dialogflow CX / Vertex AI.
Implement agentic AI capabilities such as autonomous virtual agents and AI-assisted agent copilots on both platforms.
Apply prompt engineering, RAG pipelines, and grounding techniques to optimize GenAI performance in CX contexts.
Integrate CCAI Agent Assist and Amazon Q in Connect to deliver intelligent, real-time agent support.

DevOps & Cloud Engineering

Maintain IaC templates and automate provisioning across AWS (CloudFormation, CDK) and GCP (Terraform, Deployment Manager).
Implement and manage CI/CD pipelines using AWS CodePipeline, Google Cloud Build, GitHub Actions, or Jenkins.
Apply security best practices - IAM roles, encryption, VPC/VPN configurations - across AWS and GCP contact center environments.
Monitor system health using CloudWatch and Google Cloud Operations Suite; set up alerting and participate in incident response.

Basic Qualifications:

3+ years of hands-on engineering experience with Amazon Connect, Google CCAI, or both.
Proven experience configuring and developing on Amazon Connect - including contact flows, Lambda integrations, Lex bots, and routing logic.
Proven experience building and deploying Google Dialogflow CX virtual agents and integrating CCAI services (Agent Assist, Insights).
Proficiency in at least one backend programming language: Python, Node.js, or Java.
Working experience with AWS cloud services: Lambda, DynamoDB, S3, Kinesis, API Gateway, CloudWatch.
Working experience with Google Cloud services: Cloud Functions, Pub/Sub, BigQuery, Cloud Storage, Google Cloud Operations Suite.
Experience with CI/CD practices and IaC tools (Terraform, CloudFormation, CDK, or Cloud Deployment Manager).
Familiarity with REST API design and integration patterns (microservices, event-driven architecture).
Experience participating in Agile/Scrum delivery teams - sprint planning, backlog grooming, and daily standups.
Strong understanding of security and compliance considerations in cloud contact center environments (PCI, PII, HIPAA).
English is required for this position as this role will regularly interact with stakeholders across Canada, US and other countries across our Global footprint where English is the common language. Due to the significant high volume of interactions with these English-speaking stakeholders, which is inherent to this position, it is not possible to reorganize the company's activities to avoid this requirement.
A minimum of a high school diploma or GED is required for this position.

Nice to Have:

AWS certification (e.g., AWS Certified Developer, AWS Certified Solutions Architect) and/or Google Cloud certification (e.g., Professional Cloud Developer, Professional Machine Learning Engineer).
5+ years of experience in contact center technology engineering or cloud application development.
Experience with Amazon Q in Connect for real-time agent recommendations and knowledge retrieval.
Experience with Google CCAI Platform (CCAIP) as a managed contact center solution.
Hands-on experience with Vertex AI for fine-tuning or deploying generative AI models in CX workflows.
Experience with CRM integrations such as Salesforce Service Cloud Voice, Microsoft Dynamics, or ServiceNow CTI on either platform.
Experience with workforce management (WFM) platform integrations (e.g., NICE Workforce, Verint, Calabrio).
Experience working in a consulting or professional services environment on large-scale enterprise technology programs.
Exposure to industry verticals such as Healthcare, Insurance, Retail, Public Sector, or Financial Services.
Strong communication and documentation skills with the ability to convey technical concepts to non-technical stakeholders.

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 Annual Salary Range

British Columbia/Ontario/New Brunswick $69,450 to $119,450

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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