CCaaS Solution Architect - Amazon Connect

Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution: growth, product and experience design; technology and experience platforms; creative, media and marketing strategy; and campaign, content and channel orchestration. With strong client relationships and deep industry expertise, we help our clients operate at the speed of life through the unlimited potential of imagination, technology and intelligence.

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Develop and deliver CCaaS transformation that aligns with the company's vision and business goals. Lead strategic initiatives to enhance and expand our CCaaS offerings, driving innovation and differentiation in the marketplace. Communicate transformation goals, progress, and outcomes effectively to internal and external stakeholders.

Stay abreast of industry trends, emerging technologies, and competitive dynamics to inform transformation strategies. Identify and leverage new opportunities to drive growth and enhance the value proposition of our CCaaS solutions.

Works in a highly client-facing role to lead the end-to-end delivery lifecycle of complex and large-scale CCaaS technology solutions for customer channels Develops strong working relationships with the senior management team and identifies follow-on project opportunities Manages and contributes to development of the platform migration and global roll out strategy and execution Works with software and technology partners to design & deliver CCaaS solutions focused on customer service Plans and estimates delivery work with an Agile approach, focusing on project milestones, resource planning (both on-shore and off-shore), scope, budget, risk identification and mitigation planning Manages day-to-day on-shore and off-shore project teams during the project lifecycle Manages the project ideation, gathering the high-level business requirements, defining the detailed requirements and process into epics and stories Manages experience-led teams in developing strategic vision and creative UI/UX design Contributes to the ongoing development of solution/program offering approaches, methodologies, techniques, business development tools, and growing our resources Architecture & Strategy Lead the end-to-end solution architecture for CCaaS migration programs (on-prem to Amazon Connect).

Define target-state architecture, transition states, and migration roadmaps. Design omnichannel customer experience solutions (voice, chat, email, messaging). Establish reference architectures, design patterns, and best practices for Amazon Connect implementations. CCaaS Migration Leadership Drive legacy platform assessment (Avaya, Genesys, Cisco, etc.) and define migration strategies. Lead phased migration approaches (lift-and-shift, re-platform, re-architect). Ensure business continuity, minimal downtime, and risk mitigation during migration.

Oversee integration strategy with CRM, workforce management, and backend systems. Amazon Connect Expertise, Architect solutions using, Amazon Connect (Contact Flows, Routing, Queues) AWS Lambda, Lex, Kinesis, DynamoDB Amazon Connect Contact Lens & analytics Design scalable, secure, and cost-optimized AWS architectures. Implement CI/CD, infrastructure as code, and Dev Ops practices. Agentic AI & Automation, Design and integrate Agentic AI solutions to enhance customer and agent experiences Autonomous AI agents for customer interaction AI-assisted agent copilots Conversational AI using LLMs Integrate GenAI services (e.g., Amazon Bedrock) into contact center workflows.

7+ years of experience in designing, architecting and delivering in any one of the following Cloud Contact Center platforms: such as Genesys, Amazon Connect, NICE, Twilio, Avaya, Cisco etc. Proven experience in CCaaS platforms, especially Amazon Connect. Strong experience in contact center migrations from legacy platforms. Hands-on expertise with AWS cloud services. Experience designing AI/ML or GenAI-driven solutions in CX environments.

Strong understanding of: APIs & microservices architecture Event-driven architecture Security & compliance in cloud environments 8+ years of experience in aligning technology…