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Added 2 mins ago
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Principal Application Engineer (Salesforce)
PointClickCare
Mississauga, ON
- Full-time
PointClickCare is searching for a Principal Application Engineer who will lead application development by writing and rigorously defending production-grade application code and…
Added 2 mins ago
IS
Customer Service Manager
Intellijoint Surgical
Kitchener, ON
- Full-time
Lead the charge in elevating customer experience at Intellijoint Surgical!
Added 2 mins ago
SL
Engineering Manager - Advisor Experience
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Waterloo King
- Full-time
As Engineering Manager - Advisor Experience, you lead the squad that builds the advisor experiences, Salesforce integrations, business workflows, and internal capabilities supporting…
Added 17 mins ago
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Senior Carbon Specialist
Deloitte
Toronto, ON
- Full-time
Lead technical and commercial due diligence for carbon and climate investments, manage vendors and support sourcing, contract negotiation, governance, monitoring and annual procurement…
Added 17 mins ago
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Senior QA Automation Engineer, Salesforce
BCAA
Burnaby, BC · *Head Office
- Full-time
As a Senior Quality Assurance Engineer, Salesforce at BCAA, you’ll play a key role in ensuring the quality, reliability, and performance of the digital products and technology that support…
Added 33 mins ago
TS
Territory Executive - CANADA
thern Sanitation Inc
Brampton, ON
- Full-time
Follows up on the leads received by the Lead Generators within 2 hours and always creates a follow up task in Salesforce to determine the next step.
Added 1 hour ago
Senior Salesforce Administrator
Make-A-Wish Canada / Rêves d'enfants Canada
Toronto, ON
Lead the evaluation, scoping, design, development, testing, and deployment of Salesforce enhancements and integrations, ensuring adherence to established change management, quality…
Added 1 hour ago
Senior Salesforce Administrator
Make-A-Wish Canada / Rêves d'enfants Canada
Canada
Lead the evaluation, scoping, design, development, testing, and deployment of Salesforce enhancements and integrations, ensuring adherence to established change management, quality…
Added 2 hours ago
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Senior MuleSoft Lead / MuleSoft Integration Architect
Cloud Data Vision
Canada
- Contract
Ability to lead technical teams, design integration architecture, perform code reviews and mentor developers.
Added 2 hours ago
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Business Development Associate, Field Service
Geotab
Burnaby, BC
- Full-time
…stages, activities, and next steps accurate in Salesloft and Salesforce, and build your knowledge of telematics, fleet management, competitors, and market trends. You will need to work…
Added 3 hours ago
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CCaaS Solution Architect - Amazon Connect
Accenture
Montreal, QC
- Full-time
…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…
Added 3 hours ago
SL
Digital Product Manager - CRM and Partnerships
Sun Life
Toronto, ON · Waterloo, ON · Sun Life Toronto One York
- Full-time
Partner with engineering and Salesforce teams on platform capabilities, system integrations, data models, APIs, automation, and technical trade-offs.
Added 3 hours ago
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Documentation and Training Analyst
Manulife
Halifax, NS · Toronto, ON · Waterloo, ON · Montreal, QC
- Full-time
This opportunity is well suited to someone who combines strong instructional design and technical-writing skills with business analysis, facilitation and disciplined document control. The…
Added 3 hours ago
Team Lead - Toronto Centre District, ON
Scotiabank
Toronto, ON
The Team Lead is responsible for leading, overseeing and providing strategic direction to the Canadian Business Banking (SB) sales force. This role ensures business strategies, plans and…
Added 3 hours ago
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CCaaS Solution Architect - Amazon Connect
Accenture
Toronto, ON
- Full-time
…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…
Added 3 hours ago
FC
FLIGHT CENTRE - QA ENGINEER - VANCOUVER, BC
Flight Centre Travel Group Canada
BC · British Columbia, Canada
- Full-time
…platforms including Nintex K2, Microsoft Power Platform, and Salesforce. You'll collaborate closely with Developers, Business Analysts, and Support teams while leveraging AI-assisted…
Added 3 hours ago
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Senior Business & Technology Project Manager
BeachHead
Toronto, ON
- Contract
Are you a seasoned Project Manager ready to lead large-scale banking initiatives? Apply Now!
Added 3 hours ago
FC
FLIGHT CENTRE - QA ENGINEER - TORONTO, ON
Flight Centre Travel Group Canada
ON · Ontario, Canada
- Full-time
…platforms including Nintex K2, Microsoft Power Platform, and Salesforce. You'll collaborate closely with Developers, Business Analysts, and Support teams while leveraging AI-assisted…
Added 4 hours ago
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Marketing Cloud Technologist
SIGA
Saskatoon, SK
- Full-time
…equivalent combination of training and experience may be considered. Salesforce Certified Marketing Cloud Consultant certification and Email Marketing Specialist certification is preferred.…
Added 4 hours ago
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Sales Support Specialist I
Kelly
Waterloo, ON
- $28 to $30 CAD / hour
- Contract
✓ Support business systems and troubleshoot technical issues
Added 4 hours ago
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Technical and Regulatory Specialist
Veolia
Ottawa, ON
- Full-time
National Regulatory Expertise: Provide technical support to hazardous waste branches as a backup to the Technical Service Manager. Act as a primary Subject Matter Expert (SME) for the RPRA…
Added 4 hours ago
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Senior Integrations Consultant
Uptempo
Vancouver, BC · Toronto, ON
- Full-time
Lead technical discovery sessions with customers to define integration requirements, data flows, and business logic
Added 4 hours ago
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Business Development Representative
Veolia | North America
Pickering, ON
- Full-time
Ensure that all information of the work to be done at the customer is correctly transmitted to operations, customer service and / or technical service, including updating in Sales-Force;
Added 4 hours ago
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Technical and Regulatory Specialist
Veolia | North America
Ottawa, ON
- Full-time
National Regulatory Expertise: Provide technical support to hazardous waste branches as a backup to the Technical Service Manager. Act as a primary Subject Matter Expert (SME) for the RPRA…
Added 4 hours ago
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Technical and Regulatory Specialist
Veolia Environnement SA
Ottawa, ON
- $70,000 to $75,000 CAD / year
- Full-time
National Regulatory Expertise: Provide technical support to hazardous waste branches as a backup to the Technical Service Manager. Act as a primary Subject Matter Expert (SME) for the RPRA…

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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