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CCaaS Tech Lead
Full-time
The Technical Lead owns end-to-end technical leadership across contact center modernization and agentic AI engagements at Accenture Song. Shaping solution architecture and guiding delivery, this role leads the technical workstream across CCaaS platforms, cloud infrastructure, agentic AI workflows, and enterprise integrations.
Key responsibilities
Own and shape the technical architecture for CCaaS and agentic solutions, defining TO-BE blueprints across platform, cloud, integration, security, and analytics.
Provide technical direction across CCaaS platforms (Amazon Connect, Genesys, NICE) and supporting AWS services.
Lead design and implementation of call routing, IVR, contact flows, omnichannel orchestration, and reporting, plus migrations and cutover planning.
Lead the technical design of agentic AI solutions: agent orchestration, multi-agent patterns, conversation flows, intent handling, and context management.
Own system integrations between CCaaS platforms and enterprise systems (CRM, authentication, data services) and guide cloud setup.
Provide day-to-day technical leadership to engineers and act as the primary technical contact for client IT and architecture stakeholders.
Basic qualifications
7+ years in technical delivery, solution architecture, or engineering leadership.
Proven experience leading CCaaS or contact center transformation initiatives.
Strong background in cloud-based architectures (preferably AWS) and enterprise integrations.
Deep understanding of CCaaS platforms and hands-on exposure to agentic, conversational AI, or automation solutions.
Knowledge of APIs, event-driven architectures, and security/IAM concepts; university degree required.
Nice to have
Experience in financial services or regulated environments.
Large-scale CCaaS migrations from legacy platforms.
Experience with agentic AI frameworks or managed AI services; prior consulting or SI delivery.
