1 day ago
Bengaluru, IndiaStaff+
Responsibilities
- Lead the design, development, and implementation of cloud-based contact center transformation initiatives.
- Build AI-driven IVR solutions in Amazon Connect, including prompt design, agent assist, screen pop integration, and validation of prompt logic and code quality.
- Lead client solution design, requirements analysis, design workshops, backlog grooming, stakeholder demos, and complex program delivery.
- Manage proposal responses to client RFPs and RFIs and develop a pipeline of strategic transformation opportunities.
- Identify market demands, define talent requirements, and align capability development with business needs.
- Grow the practice through talent acquisition, mentoring, upskilling, and team leadership.
- Support deployment, monitoring, runbooks, and ongoing operations for AI-powered contact center solutions.
Requirements
- Minimum 12 years of overall professional experience.
- Minimum 3 years of hands-on experience with Amazon Connect Contact Center.
- 15 years of full-time education.
- Significant experience in large-scale business or operational transformation projects.
- Strong understanding of AWS Cloud, solution architecture, Amazon Connect features, contact center technology, APIs, and API-based integrations.
- Experience with Amazon Connect flows, AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM policies, AWS Lex, Salesforce, ServiceNow, and bot platforms.
- Knowledge of contact center KPIs, call flows, IVRs, agent routing, queue logic, callback handling, and escalation processes.
- Strong customer-facing communication, solution-selling, delivery, program management, and people management skills.
- Experience or knowledge of Amazon Contact Lens, Amazon Bedrock or Kendra, CI/CD, infrastructure as code, and DevOps is preferred.
Tech Stack
Amazon DynamoDBAWS
Categories
Solutions Engineering
About Accenture
Accenture is a global professional services firm providing management consulting, systems integration and technology, cybersecurity, and business process outsourcing for enterprises and governments. It operates a services-driven model delivering projects and managed services, often with major cloud and software partners, across industries worldwide. Headquartered in Dublin and publicly traded on the NYSE (ACN), it originated as Andersen Consulting and adopted the Accenture name in 2001.