20 hours ago
Bengaluru, IndiaSenior
Responsibilities
- Design and implement Amazon Connect contact-center solutions, including contact flows, queues, routing profiles, security profiles, agent workspaces, and telephony configurations.
- Build Amazon Bedrock generative-AI use cases with prompt engineering, foundation-model integration, grounding, guardrails, evaluation, monitoring, and responsible-AI controls.
- Configure Amazon Q in Connect and Amazon Connect AI-agent capabilities for knowledge retrieval, recommendations, next-best actions, and automated agent assistance.
- Implement Amazon Connect Contact Lens features for transcription, sentiment analysis, conversational analytics, quality insights, redaction, and post-contact summaries.
- Create and maintain enterprise knowledge bases and content-ingestion pipelines for accurate and traceable AI-assisted responses.
- Design agent guides, workflows, outbound campaigns, customer journeys, dialing behavior, retry logic, scheduling, monitoring, and regulatory controls.
- Develop reports, dashboards, and data pipelines using Connect metrics, Contact Trace Records, Contact Lens data, and AWS analytics services.
- Build AWS Lambda functions and APIs, DynamoDB data models, and Amazon EventBridge event-driven workflows with logging, retries, idempotency, and failure recovery.
- Integrate Amazon Connect with CRM, case-management, identity, knowledge, reporting, and line-of-business systems using secure APIs and AWS services.
- Produce technical designs, implementation guides, test evidence, runbooks, deployment plans, and knowledge-transfer materials while participating in code reviews and production support.
Requirements
- At least 7.5 years of overall experience is required.
- At least 5 years of experience with Amazon Connect and 5 years with Amazon Bedrock are stated as additional requirements.
- Strong hands-on proficiency with Amazon Connect, including contact flows, queues, routing, agent workspaces, tasks, security profiles, Contact Trace Records, APIs, CloudWatch logging, and environment promotion.
- Practical Amazon Bedrock experience covering prompt engineering, model selection, grounding/RAG, guardrails, evaluation, observability, security, privacy, and cost optimization.
- Experience with Amazon Q in Connect or current Amazon Connect AI-agent capabilities, including knowledge integration, recommendations, actions, and agent-workspace adoption.
- Experience with Contact Lens transcription, conversational analytics, sentiment analysis, quality management, redaction, and AI-generated summaries.
- Experience with outbound voice or digital campaigns, dialer behavior, answering-machine detection, quotas, retries, caller identity, compliance, and monitoring.
- Strong serverless development skills in Python, Node.js, or Java, including API integration, IAM, Secrets Manager, KMS, structured logging, automated testing, and CI/CD practices.
- Hands-on DynamoDB and EventBridge experience, including partition-key design, indexes, streams, transactions, TTL, event buses, schedules, retries, and dead-letter handling.
- Experience customizing operational and business reporting with Connect metrics and AWS analytics services, with knowledge of contact-center KPIs and data quality.
- Proficiency with Git, infrastructure as code such as AWS CloudFormation, CDK, or Terraform, automated deployment, unit and integration testing, troubleshooting, and Agile delivery.
- A minimum of 15 years of full-time education is required.
Benefits
- The position is based at the Accenture Bengaluru office.
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.