CCaaS Tech Lead in Toronto

We Are: Accenture Song, a new breed of agency that’s all about the experience. For us, customer experience is not an add-on; it’s foundational to who we are and how we empower our clients. As the world’s largest, most disruptive agency, we drive lasting growth for clients by helping them design, build, and run meaningful experiences that make people’s lives better, more productive, and more meaningful.

The digital economy has caused a massive increase in the amount and importance of digital content. Digital content and the customer experience it fuels are, together, a vital expression of a brand’s voice and purpose. We help leading brands create and deliver the right content for the right customer at the right time for immersive, relevant experiences.

The Work: The CCaaS Technical Lead - Amazon Connect is responsible for end‑to‑end technical leadership across contact center modernization and agentic AI engagements, shaping solution architecture, guiding technical delivery, and ensuring scalable, secure, and resilient implementations. This role leads the technical workstream across CCaaS platforms, cloud infrastructure, agentic AI workflows, and enterprise integrations, working closely with Delivery Leads, Functional Leads, Architects, and client IT stakeholders.

Key Responsibilities:

• Technical Leadership & Architecture: Own and shape the technical architecture for CCaaS and agentic solutions, aligned to client technology standards and transformation goals. Define TO‑BE technical architecture and solution blueprints, covering platform, cloud, integration, security, and analytics considerations. Provide technical leadership for Amazon Connect implementations, guiding solution design, platform configuration, integrations, and AWS service enablement.
• CCaaS Platform Leadership: Lead the design and implementation of CCaaS capabilities, including call routing, IVR, queues, and contact flows; digital channels and omnichannel orchestration; reporting, analytics, and quality management. Guide CCaaS migrations and modernization initiatives, including platform configuration, environment setup, and cutover planning.
• Agentic AI & Automation Leadership: Lead the technical design of agentic AI solutions, including agent orchestration and multi‑agent patterns; conversation flows, intent handling, and context management; integration of agents with front‑and-back‑office systems. Translate agentic use‑case designs into production‑ready technical workflows, identifying dependencies, risks, and scalability constraints.
• Integration, Cloud & Security: Own the technical approach for system integrations between CCaaS platforms and enterprise systems (CRM, core platforms, authentication, data services). Guide cloud setup and architecture (e.g., AWS landing zone alignment, connectivity, access, resiliency). Ensure solutions meet security, compliance, and operational resilience requirements, particularly in regulated environments.
• Delivery Oversight & Team Leadership: Provide day‑to‑day technical leadership to Technical Associates and engineers, reviewing designs, configurations, and build outputs. Support and guide build, testing (SIT/UAT), deployment, and hypercare activities. Proactively manage technical risks, dependencies, and trade‑offs.
• Stakeholder & Governance Engagement: Act as the primary technical point of contact for client IT and architecture stakeholders. Support executive‑level discussions with clear articulation of technical options, implications, and recommendations. Ensure adherence to internal delivery standards, governance, and best practices.

Basic Qualifications:

• 7+ years of experience in technical delivery, solution architecture, or engineering leadership roles.
• Proven experience leading CCaaS or contact center transformation initiatives.
• Strong background in cloud‑based architectures and enterprise integrations.
• Exposure to large‑scale CCaaS migrations from legacy platforms.
• Comprehensive understanding of Amazon Connect platform capabilities, contact center architecture patterns, and AWS ecosystem services supporting customer engagement solutions.
• Hands‑on experience with or strong exposure to agentic AI, conversational AI, or automation solutions.
• Ability to design and scale agentic workflows that integrate with enterprise systems.
• Strong knowledge of cloud platforms (preferably AWS), APIs, event‑driven architectures, and integration patterns.
• Security, identity, and access management concepts.
• Comfortable translating architecture into executable designs and guiding teams through implementation.
• Experience leading teams in agile or hybrid delivery models.
• Strong communication and stakeholder management skills.
• Ability to balance strategic architecture decisions with hands‑on delivery oversight.
• A University degree 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.

Nice to Have:

• Experience in financial services or regulated environments.
• Experience with agentic AI frameworks or managed AI services.
• Prior consulting or SI delivery experience.

Compensation: 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.

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.

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.