Customer Experience (CX) & Contact Platform (CCaaS) Consultant

As part of the Accenture Service team, you will work in a technical capacity contributing through hands-on CCaaS/AI design and build to deliver customer experience and contact platforms at scale. You will be at the forefront of CCaaS and AI innovation, helping clients build connected, always-on service models.

What You'll Do

• Work with leading organizations across multiple industries, contributing to large-scale customer and platform transformations

• Transform customer journeys and service interactions using data, CCaaS platforms and AI to create seamless and consistent experiences

• Reinvent the customer service ecosystem by improving how products, services and channels work together

• Learn and apply emerging trends in customer data, AI and experience design

• Shape and deliver transformational customer platform solutions

• Support the integration of cloud-based CCaaS platforms (Microsoft Dynamics Contact Centre, Amazon Connect, Genesys Cloud CX, Google CCaaS/CES)

• Build practitioner skills in GenAI, human-centred design and modern service architecture

As a CX & Contact Platform Consultant, You Will

• Be part of multi-disciplinary teams to understand client requirements and shape CCaaS and AI-focused transformation programs

• Support the design of CCaaS and AI solutions across platforms such as Amazon Connect, Genesys Cloud CX, Google CCaaS/CES or Microsoft Dynamics Contact Centre — including hands-on build or delivery roles integrating AI platforms like Sierra and ElevenLabs

• Collaborate across Accenture to share knowledge, build reusable assets and strengthen CCaaS and AI capability

• Apply understanding of enterprise platforms and architectures, staying current with emerging CCaaS and AI trends

Skills & Experience Required

• Design and hands-on expertise with at least one major CCaaS platform (Amazon Connect, Genesys Cloud CX, Google CCaaS/CES, Five9 or Microsoft Dynamics Contact Centre)

• Integration experience between CCaaS platforms and AI services, automation tools, or adjacent customer systems

• Strong analytical skills and ability to translate business and technical requirements into platform designs or customer journeys

• Relevant certifications from Amazon, Genesys, Google or Microsoft

Nice to Have

• Experience designing and building advanced features in platforms such as Google CCaaS/CES, Amazon Connect, Genesys Cloud CX or Microsoft Dynamics Contact Centre, especially where AI capabilities are involved

• Practical experience designing or building AI agents or conversational AI solutions using tools such as Co-Pilot Studio, Sierra or ElevenLabs

• Track record contributing to multi-platform CCaaS and AI migration or delivery squads