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Added 1 min ago
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Customer Experience Associate - Mandarin Language Skills an Asset
TD
Vancouver, BC
- Part-time
…service transactions and providing information and advice on services, products, and solutions to existing or prospective TD customers. At the branch, we understand customer needs and…
Added 1 min ago
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Customer Experience Associate
TD
Vancouver, BC
- Part-time
…service transactions and providing information and advice on services, products, and solutions to existing or prospective TD customers. At the branch, we understand customer needs and…
Added 1 min ago
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Transformation Relationship Manager, Tax Transformation Office (Contract)
BDO
London, ON · Oakville, ON · Ottawa, ON · Toronto, ON
- Full-time
BDO is a firm built on a foundation of positive relationships with our people and our clients. Each day, our professionals provide exceptional service, helping clients with advice and…
Added 1 min ago
A
Customer Service Experience Representative, Temporary
Aviso
Toronto, ON
- $52,000 to $60,000 CAD / year
- Temporary
…exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso' culture sets us apart. If you are looking for interesting and challenging work, at a company…
Added 16 mins ago
Customer Processing Representative (Bilingual)
The Canada Life Assurance Company
Montreal, QC
…including RRSPs, RPPs, DPSPs, and non-registered products. You will partner closely with a Group Retirement Services Customer Service Specialist to support daily caseload…
Added 16 mins ago
Indigenous Coordinator - HSC Adult Emergency Department Community Hub
Winnipeg Regional Health Authority
Winnipeg, MB
Under the day-to-day operational direction of Manger, Health Services - Indigenous Health, and general accountability to Shared Health Indigenous Lead - Indigenous Health Programs, and…
Added 16 mins ago
Integration Manager - GO Rail Expansion (ONxpress)
Aecon
Toronto, ON
Manage configuration changes by coordinating impact assessments, stakeholder reviews, partner alignment, and client approvals.
Added 16 mins ago
A
Customer Service Experience Representative, Temporary
Aviso
Vancouver, BC
- $52,000 to $60,000 CAD / year
- Temporary
…exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso' culture sets us apart. If you are looking for interesting and challenging work, at a company…
Added 16 mins ago
A
Customer Service Experience Representative
Aviso
Vancouver, BC
- $52,000 to $60,000 CAD / year
- Full-time
…exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso' culture sets us apart. If you are looking for interesting and challenging work, at a company…
Added 16 mins ago
EA
Senior Functional Consultant
Elios AI
Montreal, QC
- Full-time
The client is a specialist source-to-pay consultancy that advises on, implements, and drives value from market-leading spend management cloud platforms. They work with procurement teams…
Added 16 mins ago
A
Customer Service Experience Representative
Aviso
Toronto, ON
- $52,000 to $60,000 CAD / year
- Full-time
…exemplify our values every day, you will quickly notice that our people and dynamic ‘oneaviso' culture sets us apart. If you are looking for interesting and challenging work, at a company…
Added 17 mins ago
GT
Info Security Specialist
Global Technical Talent, an Inc. 5000 Company
Toronto, ON
- $90 to $106 CAD / hour
- Contract
…engineering, construction, utilities, life sciences, financial services, and healthcare throughout the U.S. and Canada. We're committed to diverse, inclusive workplaces and to placing…
Added 17 mins ago
EA
Senior Functional Consultant
Elios AI
Vancouver, BC
- Full-time
The client is a specialist source-to-pay consultancy that advises on, implements, and drives value from market-leading spend management cloud platforms. They work with procurement teams…
Added 17 mins ago
EA
Senior Functional Consultant
Elios AI
Toronto, ON
- Full-time
The client is a specialist source-to-pay consultancy that advises on, implements, and drives value from market-leading spend management cloud platforms. They work with procurement teams…
Added 17 mins ago
GT
Business Systems Analyst
Global Technical Talent, an Inc. 5000 Company
Toronto, ON
- $75 to $90 CAD / hour
- Contract
This client is a leading institution in the financial services and banking sector, operating across Canada and internationally with a broad network of technology and business teams.…
Added 17 mins ago
EA
Senior Functional Consultant
Elios AI
Calgary, AB
- Full-time
The client is a specialist source-to-pay consultancy that advises on, implements, and drives value from market-leading spend management cloud platforms. They work with procurement teams…
Added 45 mins ago
O
Senior Associate Geotechnical Engineer
Onterris
Guelph, ON · Oakville, ON · CAN-ON-Oakville-Upper Middle Rd
- Full-time
Partner with H&S to ensure compliance with company safety standards and employee engagement.
Added 46 mins ago
CL
Organizational Design Consultant
Community Living BC
Vancouver, BC
- Full-time
Partner with People Leaders and People Services Client Partners to understand organizational challenges, strategic priorities, service delivery requirements, and workforce needs.
Added 46 mins ago
PI
Program Coordinator
Polycultural Immigrant & Community Services
Mississauga, ON
- Full-time
Be a part of Polycultural Immigrant and Community services! Founded in 1993, Polycultural is dedicated to hosting an open and inclusive environment for all. We are a multicultural…
Added 1 hour ago
Human Resources Administration Assistant
Commissionaires Nova Scotia
Bedford, NS
…Partnership, Commissionaires is committed to delivering high-quality services while creating a workplace where our people can build meaningful and rewarding…
Added 1 hour ago
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CCaaS Solution Architect - Amazon Connect
Accenture
Montreal, QC
- Full-time
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…
Added 1 hour ago
TC
Senior Fund Accountant (Waterfall Specialization)
The Citco Group Limited
Toronto, ON
- Full-time
Citco is a global leader in fund services, corporate governance and related asset services with staff across 50 office locations worldwide. With more than $1.8 trillion in assets under…
Added 1 hour ago
T
Sr. Manager IT Operations - Network Operations, Performance & Capacity, and Automation
TD
Mississauga, ON
- Full-time
Maintain focus on secure, stable and available network services through disciplined incident, problem and change execution.
Added 1 hour ago
SL
Digital Product Manager - CRM and Partnerships
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Toronto One York
- Full-time
Behind every great client experience is an equally great experience for the people who serve them. We're building the CRM, lead management, workflow automation, and data capabilities that…
Added 1 hour ago
Electrical and Controls Drafter/Designer, Power Generation
WSP
Calgary, AB
As one of the world’s leading professional services firms, we partner with clients across transportation, infrastructure, environment, buildings, energy, water, mining and metals. We pair…

Accenture

CCaaS Solution Architect - Amazon Connect

Montreal, QC, Canada

Role Location Annual Salary Range British Columbia/Ontario/New Brunswick $99,450 to $209,900 · Full-time

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Job details

Pay: Role Location Annual Salary Range British Columbia/Ontario/New Brunswick $99,450 to $209,900
Job type: Full-time
Education: High school diploma
Posting language: English
Posted: Nov 5, 2026

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 client-facing technology leader with deep expertise in cloud contact center transformation and Amazon Connect. You combine strong solution architecture capabilities with hands-on delivery leadership and a consulting mindset. You know how to translate business goals into scalable, secure, and modern omnichannel customer experience solutions, and you bring the technical depth and strategic perspective needed to guide complex migration programs from legacy contact center platforms to the cloud.

You are equally comfortable engaging senior stakeholders, leading cross-functional teams, shaping transformation roadmaps, and driving innovation through AI-enabled customer and agent experiences.

The Work:

Lead the end-to-end architecture and delivery of complex, large-scale CCaaS transformation programs with a focus on Amazon Connect
Define target-state architecture, transition states, and migration roadmaps for contact center modernization initiatives
Assess legacy contact center platforms such as Avaya, Genesys, and Cisco, and recommend migration strategies including lift-and-shift, re-platform, and re-architecture approaches
Design omnichannel customer experience solutions across voice, chat, email, and messaging channels
Establish reference architectures, design patterns, and implementation best practices for Amazon Connect solutions
Architect scalable, resilient, secure, and cost-optimized AWS-based contact center platforms
Define integration strategies across CRM, workforce management, analytics, and enterprise backend systems
Lead planning and estimation activities, including scope, milestones, staffing, budget, risk identification, and mitigation planning using Agile delivery approaches
Manage cross-functional onshore and offshore teams throughout the project lifecycle
Gather and translate business requirements into epics, user stories, solution designs, and implementation plans
Partner closely with client stakeholders, internal teams, and technology partners to ensure successful solution delivery and identify follow-on opportunities
Contribute to the development of solution offerings, delivery methodologies, assets, and business development materials
Drive innovation in customer service transformation through AI-enabled automation, conversational AI, and intelligent agent experiences

Amazon Connect and AWS Expertise

You will architect and deliver solutions using technologies such as:

Amazon Connect, including contact flows, routing strategies, queues, and integrations
AWS Lambda, Amazon Lex, Amazon Kinesis, and Amazon DynamoDB
Amazon Connect Contact Lens and analytics capabilities
CI/CD pipelines, infrastructure as code, and DevOps practices to enable scalable and efficient delivery

AI and Automation

You will help clients modernize customer and agent experiences by designing and integrating:

Conversational AI solutions for customer engagement
AI-assisted agent copilots
Intelligent workflow automation and autonomous agent experiences
Generative AI services, such as Amazon Bedrock, within contact center environments

Here’s What You’ll Need

7+ years of experience designing, architecting, and delivering CCaaS or cloud contact center solutions
5+ years of experience leading client-facing, end-to-end architecture and delivery for large-scale contact center transformation or migration programs
3+ years of experience architecting Amazon Connect solutions, including contact flows, routing, queues, and AWS service integrations
3+ years of experience designing and executing migrations from legacy contact center platforms such as Avaya, Genesys, or Cisco to cloud-based CCaaS platforms
3+ years of experience designing omnichannel customer service solutions across voice, chat, email, and messaging
3+ years of experience integrating CCaaS platforms with CRM, workforce management, and enterprise backend systems
3+ years of experience designing cloud solutions using APIs, microservices, and/or event-driven architectures
Experience with security, compliance, PCI/PII, and data privacy considerations in customer experience environments
Experience designing AI/ML, conversational AI, Generative AI, or AI-enabled automation solutions for customer service or contact center use cases
A minimum of a high school diploma or GED is required for this position
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

Bonus Points If You Have

Hands-on experience with AWS services such as Lambda, Lex, Kinesis, and DynamoDB
Experience with Amazon Connect Contact Lens and analytics
Experience with CI/CD, infrastructure as code, and DevOps practices
Experience designing agent assist, copilots, workflow automation, or LLM-based customer engagement solutions
Experience with platforms such as Salesforce, NICE, Twilio, or Genesys
Strong communication, stakeholder management, and leadership skills
Consulting experience on complex, enterprise-scale transformation programs
Experience in industries such as Healthcare, Insurance, Public Sector, SLED, or Retail

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 $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

Lead the end-to-end architecture and delivery of large-scale CCaaS transformation programs using Amazon Connect. Define migration roadmaps, design omnichannel customer experiences, and integrate complex backend systems while driving AI-enabled innovation.

Requirements

Requires 7+ years of experience in CCaaS or cloud contact center solutions and 3+ years specifically architecting Amazon Connect solutions. Candidates must possess strong leadership skills and experience managing large-scale migrations from legacy platforms like Avaya or Genesys.

Skills

Amazon Connect
Solution Architecture
Cloud Migration
Contact Center Transformation
AWS Lambda
Amazon Lex
Conversational AI
Omnichannel Customer Experience
Agile Delivery
System Integration
Generative AI
DevOps
Infrastructure as Code
Stakeholder Management
Consulting
Customer Service Automation

Visa sponsorship

Not detected in the job text

Keywords

Amazon Connect
AWS
CCaaS
Cloud Migration
Solution Architecture
Contact Center
Omnichannel
Conversational AI
Generative AI
Amazon Bedrock
Lambda
Lex
Kinesis
DynamoDB
Agile
DevOps
CI/CD
Infrastructure as Code
CRM
Workforce Management
Avaya
Genesys
Cisco
Consulting
Digital Transformation
Microservices
API
Event-driven Architecture
Data Privacy
PCI

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