CCaaS Functional Consultant

Job description

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 requirements User stories and acceptance criteria Process flows Customer 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 journeys Conversation flows and intent handling Business rules, authentication steps, and system dependencies Work 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. Here’s What You’ll Need 2–4 years of experience in a Business Analyst, Functional Analyst, or Associate Consultant role. Experience in contact center, customer service, or digital engagement environments. Hands-on experience documenting requirements, user stories, acceptance criteria, and business processes. Foundational understanding of CCaaS platforms and contact center capabilities, such as routing, IVR, digital channels, and reporting. Awareness of agentic AI or AI-enabled engagement concepts, including chatbots, virtual agents, agent assist, and workflow automation. Ability to understand and document customer journeys and conversational interactions. Working knowledge of cloud architecture across at least one major hyperscaler: AWS, Azure, or GCP. Understanding of contact center KPIs such as AHT, CSAT, FCR, containment, and deflection—and how solution design impacts them. Experience supporting a workstream or mid-sized engagement through multiple phases of delivery. Strong written and verbal communication skills, with the ability to present to client managers and directors. Strong attention to detail, structured thinking, and the ability to communicate requirements and findings clearly. Comfort working with senior stakeholders and cross-functional teams. A minimum of a high school diploma or GED. Nice to Have Bachelor’s degree or equivalent experience in a related field. Experience with Amazon Connect in transformation or modernization programs. Exposure to financial services or other regulated environments. Experience supporting CCaaS discovery, migration, or transformation initiatives. Familiarity with journey mapping, CX metrics, and service design artifacts. 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 $69,450 to $119,450 About Accenture Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our