Solution Architect - CCaaS

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/song

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/song

There 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

As a CCaaS Solution Architect, you will lead the transformation of contact centers, aligning technology strategies with business objectives. You will develop and implement target-state architectures, execute modernization initiatives, and unlock measurable value with cloud-based, omnichannel, and AI-driven customer solutions. This role blends strategic advising, hands-on architecture, delivery leadership, and executive-level communication.

The Work

You will lead end-to-end delivery of complex, large-scale CCaaS transformation programs, including:

• Leading client-facing engagements across the full lifecycle—from strategy and architecture to implementation and optimization.
• Building trusted relationships with senior stakeholders, partners, and cross-functional delivery teams.
• Defining migration strategies, rollout plans, and transition roadmaps for scalable, resilient operations.
• Designing integrated, omnichannel solutions that enhance both customer and agent experiences.
• Driving Agile delivery, including planning, estimation, risk management, and dependency tracking.
• Leading distributed teams through architecture, build, testing, deployment, and stabilization.
• Translating business objectives into epics, user stories, solution designs, and implementation plans.
• Partnering with experience and design teams to deliver cohesive, end-to-end customer journeys.
• Contributing to solution innovation, reusable assets, and business development efforts.

Key Responsibilities

Architecture & Strategy

• Lead end-to-end solution architecture for CCaaS migration programs, including transitions from on-premises platforms to NICE CXone.
• Define target-state architectures, transition states, migration roadmaps, and design guardrails that align with client business and technology strategies.
• Design omnichannel customer experience solutions across voice, chat, email, messaging, and emerging digital channels.
• Establish reference architectures, reusable design patterns, and implementation best practices for NICE CXone deployments.

CCaaS Migration Leadership

• Assess legacy contact center platforms, including Avaya, Genesys, Cisco, and similar environments, to define practical modernization and migration strategies.
• Lead phased migration approaches, including lift-and-shift, re-platforming, and re-architecture, based on business priorities and technical complexity.
• Protect business continuity by minimizing downtime, proactively managing cutover risk, and ensuring operational readiness throughout migration.
• Define integration strategies across CRM, workforce management, knowledge, reporting, telephony, and backend enterprise systems.

NiCE CXone Expertise

• Architect and configure core CXone capabilities:
• ACD routing, IVR / Studio flows, and omnichannel queue management
• CXone Agent (MAX / Agent for Salesforce), supervisor dashboards, and quality management
• CXone Workforce Management (WFM) and Quality Management (QM) integrations
• CXone Analytics, Interaction Analytics, and real-time reporting
• CXone DFO (Digital First Omnichannel) for digital channel routing
• Lead platform migrations to CXone by assessing legacy environments, defining phased migration strategies, and maintaining business continuity through cutover.
• Design scalable, secure, and cost-optimized CXone tenant configurations aligned with enterprise compliance requirements (PCI, HIPAA, SOC 2).
• Integrate CXone with CRM platforms (Salesforce, ServiceNow, Microsoft Dynamics), WFM tools, and backend systems via open APIs and pre-built adapters.
• Implement CI/CD, infrastructure as code, and DevOps practices.

Agentic AI & Automation

• Architect end-to-end conversational AI solutions including NLU pipeline design, LLM orchestration, RAG / knowledge retrieval, and agentic workflow patterns.
• Design and implement Flows, Extensions, and Endpoints for voice and digital channels connected to CCaaS.
• Define agentic AI architectures including:
• Autonomous AI agents for self-service customer interactions
• AI-assisted agent copilots (Agent Assist / Copilot flows)
• LLM-powered intent recognition, generative answers, and knowledge base integration
• Integrate with enterprise backend systems via REST/SOAP APIs, webhooks, and message queues including auth patterns (OAuth 2.0, JWT, mTLS) appropriate to regulated environments.
• Implement STT/TTS engines (Nuance, Google, AWS, Azure, Deepgram) and design the voice pipeline architecture that connects them into the broader solution.
• Embed observability into every deployment, including logging, error handling, conversation tracing, and performance metrics, so issues are identified before they affect customers.

What You’ll Bring

• 7+ years of experience designing, architecting, and delivering enterprise cloud contact center or CCaaS solutions using platforms such as NICE CXone, Genesys, Amazon Connect, Twilio, Avaya, Cisco, or similar.
• Bachelor’s degree in computer science, Software Engineering, Information Systems, or equivalent experience.
• 5+ years in solution architecture, technical implementation, or software engineering roles supporting contact center, customer experience, or enterprise SaaS programs.
• Demonstrated experience taking complex contact center or customer experience solutions from architecture through production deployment.
• 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. Due to the significant high volume of interactions with these English-speaking stakeholders, which is inherent to this position, it is not possible to reorganize the company's activities to avoid this requirement.

Technical Skills Required:

Platform & Conversational AI

• Experience with one or more enterprise conversational AI or CCaaS-adjacent platforms, such as Cognigy.AI, Google CCAI, Amazon Lex, or comparable technologies.
• Working knowledge of conversational AI architecture, including NLU pipelines, LLM orchestration, RAG / knowledge retrieval, and agentic workflow patterns.
• Comfort working alongside conversational designers and translating functional designs into resilient technical implementations.

Engineering & Integration

• Strong proficiency in JavaScript for bot logic, custom services, data transformation, and integration code.
• Deep experience with REST APIs, webhooks, and integration patterns, including tools such as Postman, Swagger/OpenAPI, and API gateways.
• Experience integrating with enterprise systems, including Salesforce, ServiceNow, Zendesk, SAP, and custom CRMs/ERPs, with the authentication and data-mapping work required for production readiness.
• Solid grasp of authentication and security patterns, including OAuth 2.0, JWT, API keys, mTLS, secrets management, and data handling for regulated industries.
• Comfortable with Git, branching strategies, and code reviews.
• Familiarity with front-end basics (HTML, CSS) sufficient to build and integrate chat widgets and lightweight customer-facing experiences.

Architecture & Quality

• Track record of designing scalable, resilient enterprise solutions, supported by clear architecture diagrams, integration specifications, and operational documentation.
• Strong testing instincts: unit, integration, regression, and load testing with judgment about where to invest.
• Experience with observability and operational tooling, including logging, tracing, monitoring, and alerting.
• Ability to design and document solution architectures using tools like Lucidchart, Miro, or draw.io.

Nice to Have

• 10+ years leading enterprise-wide, transformation initiatives.
• Certifications in NICE CXone, AWS, Azure, GCP, or related cloud platforms.
• Experience implementing infrastructure-as-code (Terraform, Docker, Kubernetes).
• Advanced knowledge of telephony and SIP integration patterns.
• Skilled in conversational AI design and agentic AI orchestration frameworks.

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.

The recruiting efforts for this position are intended to fill a brand new position.

The base pay range shown below is intended as a guideline to reflect the majority of offers for this role.

It does not represent a maximum limit - in some cases, actual compensation may exceed the range where appropriate.

Information on benefits is here:

Role Location Annual Salary Range

British Columbia/Ontario/New Brunswick $99,450 to $209,900

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