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CCaaS Engineer - R00344239 - Vancouver

Accenture

Vancouver, British Columbia

CCaaS Engineer - R00344239 - Vancouver

Accenture

Vancouver, British Columbia
Salary: $69450-$119450

Job description

We Are: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. Visit us at: www.accenture.com/songThere will never be a typical day at Accenture Song, but that's why people love it here. The opportunities to make a difference while working on exciting client initiatives are limitless in this ever-changing space.You Are:A hands-on CCaaS Engineer with deep technical expertise in Amazon Connect and Google Cloud Contact Center AI (CCAI). You are passionate about building scalable, intelligent customer experience solutions that span both AWS and Google Cloud ecosystems. You thrive in fast-paced delivery environments, translate complex requirements into robust implementations, and work closely with architects, developers, and business stakeholders to deliver best-in-class contact center solutions. You are detail-oriented, a strong problem-solver, and committed to engineering excellence across both platforms.The Work:Designs, builds, configures, and maintains CCaaS solutions on Amazon Connect and Google CCAI across voice, chat, email, and messaging channels.Implements contact flows, IVR logic, routing strategies, and agent workspace configurations on both Amazon Connect and Google CCAI platform.Develops and integrates cloud-native services from AWS and Google Cloud to support end-to-end contact center workflows.Participates in legacy platform assessments and executes migration plans to Amazon Connect or Google CCAI as defined by solution architects.Builds and maintains CI/CD pipelines and infrastructure-as-code (IaC) across AWS and GCP environments.Implements and validates integrations between CCaaS platforms and enterprise systems such as CRM (Salesforce, MS Dynamics), WFM, and ticketing tools.Develops AI-powered features including virtual agents, chatbots, and agent assist capabilities leveraging Amazon Lex, Bedrock, Google Dialogflow CX, and CCAI Agent Assist.Supports testing, QA, and UAT cycles—writing test cases, executing regression tests, and resolving defects across the full solution stack.Monitors platform performance, troubleshoots production issues, and implements optimizations for reliability, latency, and cost efficiency on both platforms.Documents technical designs, configuration guides, runbooks, and deployment procedures for client and internal use.Contributes to Agile ceremonies—sprint planning, standups, retrospectives—and tracks delivery progress against milestones.Amazon Connect EngineeringConfigure Amazon Connect contact flows, routing profiles, queues, and agent hierarchies.Develop AWS Lambda functions and backend integrations in Python, Node.js, or Java.Build conversational AI experiences using Amazon Lex and integrate with Amazon Bedrock for GenAI-powered self-service.Implement real-time and historical analytics using Amazon Connect Contact Lens, Kinesis, and AWS reporting tools.Provision and manage AWS infrastructure (Lambda, DynamoDB, S3, Kinesis, API Gateway, CloudWatch) using Terraform or CloudFormation.Google CCAI EngineeringBuild and configure virtual agents using Dialogflow CX, including intent design, entity management, and conversation flow development.Implement CCAI Agent Assist to deliver real-time agent guidance, smart replies, and knowledge base surfacing.Develop CCAI Insights configurations for post-call analytics, topic modeling, and sentiment analysis.Integrate Google CCAI with telephony connectors and contact center platforms via CCAI Platform (CCAIP) or partner integrations.Leverage Google Cloud services (Cloud Functions, Pub/Sub, BigQuery, Vertex AI) to build supporting backend workflows and analytics pipelines.Provision GCP resources using Terraform or Google Cloud Deployment Manager.Migration & Integration EngineeringExecute phased migration tasks from legacy contact center platforms to Amazon Connect or Google CCAI.Build and validate API-based integrations with CRM, WFM, and enterprise backend systems on both platforms.Support cutover planning, data migration, and rollback procedures to ensure business continuity.Conduct technical testing and performance benchmarking pre- and post-migration.AI & Automation EngineeringDesign and tune conversational AI flows across Amazon Lex / Bedrock and Google Dialogflow CX / Vertex AI.Implement agentic AI capabilities such as autonomous virtual agents and AI-assisted agent copilots on both platforms.Apply prompt engineering, RAG pipelines, and grounding techniques to optimize GenAI performance in CX contexts.Integrate CCAI Agent Assist and Amazon Q in Connect to deliver intelligent, real-time agent support.DevOps & Cloud EngineeringMaintain IaC templates and automate provisioning across AWS (CloudFormation, CDK) and GCP (Terraform, Deployment Manager).Implement and manage CI/CD pipelines using AWS CodePipeline, Google Cloud Build, GitHub Actions, or Jenkins.Apply security best practices—IAM roles, encryption, VPC/VPN configurations—across AWS and GCP contact center environments.Monitor system health using CloudWatch and Google Cloud Operations Suite; set up alerting and participate in incident response.

We are committed to hiring military and Veteran spouses and encourage you to identify your connection with the MSEN when reaching out to us or applying to any of our open roles.

 

Have questions or want to learn more about us? We would love to hear from you!

richard.a.murray@accenture.com

 

Whenever possible, reach out to a named contact rather than a general inbox  - it helps ensure a quicker, more personalized response. If you hit a bounce-back, let us know at

employment.Emploi@cfmws.com

 

About Accenture

Accenture is a talent and innovation-led organization helping companies to reinvent and keeping our clients ahead of change. Across more than 120 countries and 40 industries, we work as one team with a common goal: to create 360-degree value for our clients, people, shareholders, partners and communities, by embracing change.

You’ll work with top companies - clients and ecosystem partners and interact with leaders from every industry. When we bring our breadth of technological capabilities together with our ingenuity, they are greater than the sum of their parts. Help our clients reinvent. Reimagine iconic brands. Bring new products, ideas and ways of working to life with emerging technology.

We take a broad view of diversity that reflects all our people, and we are committed to ensuring everyone feels connected, with a strong sense of trust and belonging. We focus on fostering allyship, learning, inclusive ways of working, vibrant employee resource groups and networks, and accessibility, along with marking meaningful cultural observances with our people. Our networks nurture trusted relationships, mentorship opportunities and avenues for growth, benefiting participants across all career levels and fostering community and inclusion at both the global and local levels.

We take flexibility seriously — focusing not only on where but also when and how you work. We hire and develop people who have different backgrounds, different perspectives, and different lived experiences. Wherever you work, whatever skills you want to grow, there’s a program for you. We invest in our people’s capabilities so they can work with purpose, and boldly and innovatively solve problems. Continuous learning is our superpower. We put skills at the heart of everything we do. We continuously prepare our people to meet new demands and in turn, help ensure they remain highly relevant with vibrant career pathways, inside or beyond Accenture.

We encourage our people to bring their authentic selves to work and our commitment to our 750,000+ people from a variety of cultures, beliefs and backgrounds makes us more innovative. Our offices are more than just places to plug in—they're environments designed to support connection, creativity and well-being. They’re inclusive and accessible, too. We operate our business with a clean conscience – with strong commitment to the environment, ethics and human rights, responsible buying and community impact.

Join our exceptional people who are combining their ingenuity with the latest technologies to solve some of the world’s biggest challenges.

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