CCaaS Tech Consultant

CCaaS Tech Consultant

The CCaaS Tech Consultant supports the design, build, and delivery of contact center and agentic AI solutions
, contributing hands‑on technical analysis across CCaaS platforms, agentic workflows, integrations, and cloud environments
. The role bridges functional intent and technical execution, working closely with Solution Architects, AWS / CCaaS specialists, and delivery teams to translate requirements into implementable technical artifacts.

This is a delivery‑oriented role, ideal for practitioners building depth in cloud‑based contact centers, agentic AI architectures, and enterprise integrations within large‑scale transformation programs.

CCaaS Technical Support

• Support the technical design and configuration of CCaaS platforms (e.g., Amazon Connect, Genesys, NICE) across routing, IVR, queues, digital channels, and reporting.
• Assist with documenting AS‑IS and TO‑BE technical architectures
  , platform capabilities, and configuration dependencies.
• Support CCaaS migration and modernization initiatives, including environment readiness and foundational setup.

Agentic AI & Automation Support

• Support the documentation and implementation of agentic AI workflows
  , including:
  • Agent orchestration and hand‑offs
  • Intent recognition and conversation flows
  • Tool and system interactions (front‑ and back‑office)
• Assist in defining technical workflows for pre‑identified agentic use cases
  , including data sources, integrations, and dependencies.
• Work closely with architects and AI specialists to align agentic designs with platform and cloud constraints.

Integration & Data Enablement

• Support analysis and documentation of system integrations between CCaaS platforms and enterprise systems (CRM, core banking, authentication, analytics).
• Assist with API mapping, data flows, and dependency identification.
• Contribute to technical input for security, resiliency, and operational considerations.

Delivery & Environment Support

• Assist with cloud and environment setup activities in coordination with technical leads (e.g., AWS landing zones, connectivity, access).
• Support build, configuration, unit testing, and defect triage.
• Assist with SIT/UAT preparation and technical validation activities.

Documentation & Governance

• Produce and maintain technical artifacts, including:
  • Technical workflows and diagrams
  • Integration inventories
  • Configuration and build notes
• Ensure technical documentation aligns with internal delivery standards and agreed engagement scope.
• Support risk, issue, and dependency tracking from a technical perspective.

• 2–4 years of experience in a Technical Analyst, Associate Consultant, or Engineering support role
  .
• Hands‑on exposure to contact center technologies, cloud platforms, or enterprise systems
  .
• Experience supporting technical delivery activities and documentation.
• A University degree is required for this position.
• Foundational understanding of CCaaS platforms and contact center architectures.
• Exposure to agentic or AI‑enabled solutions
  , such as virtual agents, automation, or decision support.
• Familiarity with how conversational experiences connect to backend systems and data.
• Working knowledge of:
  • Cloud concepts (preferably AWS)
  • APIs and system integrations
  • Basic troubleshooting and log analysis
• Comfortable reading and contributing to architecture diagrams and technical flows.
• Experience working in agile or hybrid delivery environments
  .
• Strong collaboration skills with architects, engineers, and functional teams.
• Detail‑oriented and delivery‑focused mindset.

• Experience supporting CCaaS migrations or Amazon Connect implementations.
• Exposure to agentic AI frameworks or automation platforms
  .
• Financial services or regulated‑environment experience.
• Familiarity with Dev Ops, CI/CD, or infrastructure‑as‑code concepts.

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.

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