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

 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.