Solutions Consultant – CCaaS & Agentic AI

About the role

Accenture Song is looking for a hands‑on Solutions Consultant to design and deliver next‑generation contact‑center and agentic AI experiences using NiCE CXone and Cognigy. You will own end‑to‑end solution workstreams, collaborate with senior architects, and mentor junior team members while representing the solution to client stakeholders.

Key responsibilities

• Lead the solution design of CCaaS and agentic AI workstreams from requirements gathering through production rollout.
• Architect autonomous virtual agents, agent‑assist copilots, and conversational flows that integrate with CXone, CRM, WFM, and enterprise systems.
• Translate business needs into technical artifacts such as architecture diagrams, integration specifications, data flows, and non‑functional requirements.
• Configure CXone Studio scripts, Cognigy flows, intent models, prompts, and LLM integrations; review work of build engineers and conversation designers.
• Drive integrations with Salesforce, Microsoft Dynamics, ServiceNow, and other back‑end systems via APIs, webhooks, and event streams.
• Estimate effort, plan sprints, manage on‑shore and off‑shore delivery pods, and mitigate risks.
• Partner with experience and conversation design teams on persona development, dialog patterns, and escalation logic.
• Coach and review the work of 2–5 engineers, consultants, or analysts.

Required profile

• Mid‑level professional with proven experience delivering CCaaS and conversational AI solutions.
• Strong technical leadership skills, able to guide design, mentor junior staff, and present solutions to senior client managers.
• Desire to grow into a principal architect role and a solid point of view on agentic AI.

Required skills

• NiCE CXone platform (including CXone Studio)
• Cognigy conversational AI platform
• Integration experience with Salesforce, Microsoft Dynamics, ServiceNow
• API design, webhooks, event‑stream integration
• LLM (large language model) integration
• Agile/Scrum sprint planning and delivery