CCaaS Solution Architect - Amazon Connect

About the role

Accenture Song is looking for a client-facing CCaaS Solution Architect focused on Amazon Connect, based in Montreal. The role leads end-to-end architecture and delivery of large-scale cloud contact center transformation programs, guiding complex migrations from legacy platforms to the cloud and shaping AI-enabled customer and agent experiences.

Key responsibilities

• Define target-state architecture, transition states and migration roadmaps for contact center modernization
• Assess legacy platforms such as Avaya, Genesys and Cisco and recommend lift-and-shift, re-platform or re-architecture approaches
• Design omnichannel solutions across voice, chat, email and messaging, and establish reference architectures and best practices
• Architect scalable, resilient, secure and cost-optimized AWS-based contact center platforms
• Define integration strategies with CRM, workforce management, analytics and backend systems
• Lead planning and estimation (scope, milestones, staffing, budget, risks) using Agile approaches
• Manage cross-functional onshore and offshore teams and turn business requirements into epics, user stories and solution designs
• Partner with client stakeholders, internal teams and technology partners, and contribute to solution offerings, delivery methodologies and business development materials
• Drive innovation through conversational AI, AI-assisted agent copilots, workflow automation and generative AI services such as Amazon Bedrock

Required profile

• 7+ years designing, architecting and delivering CCaaS or cloud contact center solutions
• 5+ years leading client-facing, end-to-end architecture and delivery for large-scale transformation or migration programs
• 3+ years architecting Amazon Connect solutions, migrating from Avaya, Genesys or Cisco, designing omnichannel solutions and integrating with CRM, workforce management and backend systems
• 3+ years designing cloud solutions with APIs, microservices and/or event-driven architectures
• Experience with security, compliance, PCI/PII and data privacy
• Experience designing AI/ML, conversational AI, generative AI or AI-enabled automation solutions
• High school diploma or GED; English required for regular interaction with stakeholders across Canada, the US and other countries

Required skills

• Amazon Connect, including contact flows, routing, queues and integrations
• AWS Lambda, Amazon Lex, Amazon Kinesis, Amazon DynamoDB and Amazon Connect Contact Lens
• CI/CD pipelines, infrastructure as code and DevOps practices
• Conversational AI, generative AI (e.g. Amazon Bedrock) and AI-assisted agent experiences
• Bonus: hands-on experience with Lambda, Lex, Kinesis, DynamoDB, Contact Lens, CI/CD, IaC, DevOps, Salesforce, NICE, Twilio or Genesys