CCaaS Developer (Amazon Connect & Google CCAI)

About the role

Accenture Song is looking for a hands-on CCaaS Developer to build scalable, intelligent contact center solutions on Amazon Connect and Google Cloud Contact Center AI (Google CCAI). The role works closely with architects, developers and business stakeholders in fast-paced delivery environments, covering voice, chat, email and messaging channels. The position is full time, based in Montreal, Quebec.

Key responsibilities

• Design, build, configure and maintain CCaaS solutions on Amazon Connect and Google CCAI across voice, chat, email and messaging channels.
• Implement contact flows, IVR logic, routing strategies and agent workspace configurations.
• Integrate cloud-native services from AWS and Google Cloud into end-to-end contact center workflows.
• Assess legacy platforms and execute migration plans to Amazon Connect or Google CCAI, including cutover planning, data migration and rollback procedures.
• Build and maintain CI/CD pipelines and infrastructure-as-code (Terraform, CloudFormation, CDK, Deployment Manager).
• Integrate with CRM (Salesforce, MS Dynamics), WFM and ticketing tools, and implement virtual agents, chatbots and agent assist features using Amazon Lex, Bedrock, Dialogflow CX and CCAI Agent Assist.
• Support testing, QA and UAT, monitor platform performance, troubleshoot production issues and document designs, runbooks and deployment procedures.
• Contribute to Agile ceremonies and track delivery progress against milestones.

Required profile

• 3+ years of experience with Amazon Connect, Google CCAI or both.
• Proven experience configuring Amazon Connect (contact flows, Lambda, Lex bots, routing) and building Google Dialogflow CX virtual agents with CCAI services.
• Proficiency in at least one backend language: Python, Node.js or Java.
• Experience with CI/CD practices and IaC tools, and familiarity with REST APIs and microservices or event-driven architectures.
• Agile/Scrum participation and strong understanding of security and compliance (PCI, PII, HIPAA).
• English is required, as the role interacts regularly with stakeholders across Canada, the US and other countries.
• A minimum of a high school diploma or GED.

Required skills

• Amazon Connect, Google CCAI, Amazon Lex, Amazon Bedrock, Google Dialogflow CX, CCAI Agent Assist and CCAI Insights.
• AWS services: Lambda, DynamoDB, S3, Kinesis, API Gateway, CloudWatch; Google Cloud: Cloud Functions, Pub/Sub, BigQuery, Cloud Storage, Cloud Operations Suite.
• IaC: Terraform, CloudFormation, CDK, Google Cloud Deployment Manager.
• Nice to have: AWS or Google Cloud certifications, Amazon Q in Connect, Vertex AI, CRM integrations (Salesforce, Dynamics, ServiceNow), WFM integrations, and consulting experience.