We Are Accenture Song accelerates growth and value for our clients through sustained customer relevance. Our capabilities span ideation to execution across 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. Learn more at: www.accenture.com/song There’s never a typical day at Accenture Song, and that’s exactly why people love it here. In this fast-changing space, the opportunities to make an impact on exciting client initiatives are limitless. You Are A hands-on CCaaS Functional Consultant with experience supporting the design and delivery of next-generation contact center and agentic AI experiences, with a strong foundation in Amazon Connect. You help drive solution workstreams end to end—from discovery and requirements gathering through design, build support, testing, and go-live. You work closely with senior architects, functional leads, and engagement leaders to help shape scalable, customer-centered solutions. At this level, you are expected to support the functional design of a workstream or mid-sized engagement, contribute to high-quality delivery artifacts, mentor junior team members where needed, and represent the solution effectively with client managers and directors. You bring strong attention to detail, a structured approach to documentation, and a point of view on Amazon Connect and CCaaS best practices. The Work Support the delivery of contact center modernization and agentic AI engagements through functional analysis, requirements documentation, and experience design activities.Contribute to CCaaS transformation programs by translating business needs into clear, structured functional documentation and solution inputs.Partner with business analysts, functional leads, architects, and delivery teams to support end-to-end workstream execution.Support requirements gathering and the creation of solution documentation for CCaaS transformations, including Amazon Connect and agentic AI workstreams, from discovery through production rollout.Translate business requirements into clear functional and technical design artifacts, including process flows, integration requirements, data flows, sequence diagrams, and non-functional requirements.Support documentation for integrations with CRM platforms such as Salesforce, Dynamics, and ServiceNow, as well as workforce management, knowledge management, and backend systems through APIs, webhooks, and event streams. Functional & Requirements Support Support the elicitation, analysis, and documentation of functional and non-functional requirements for CCaaS and agentic AI engagements.Document business processes, functional workflows, and system behaviors that support contact center and digital engagement use cases.Create and maintain: Functional requirementsUser stories and acceptance criteriaProcess flowsCustomer and agent journey maps CCaaS & Agentic Engagement Support Contribute to CCaaS discovery and delivery initiatives, including migrations, modernization efforts, routing design, IVR, digital channels, and platform integrations.Support documentation of agentic engagement use cases, including: Customer and agent journeysConversation flows and intent handlingBusiness rules, authentication steps, and system dependenciesWork with senior team members to translate customer experience objectives into functional capabilities and delivery requirements. Delivery & Stakeholder Enablement Support client workshops and working sessions by capturing notes, decisions, risks, and action items.Maintain functional documentation, traceability matrices, and backlog artifacts throughout the delivery lifecycle.Collaborate with technical and delivery teams to clarify requirements and support implementation planning.Communicate clearly with internal and client stakeholders, including presenting designs and recommendations to client managers and directors when needed. Quality & Governance Ensure documentation aligns with internal delivery standards and agreed engagement scope.Support testing activities by reviewing test cases, preparing for UAT, and validating outcomes against requirements.Assist with tracking risks, issues, assumptions, and dependencies related to the functional scope.