19 hours ago
Pune, IndiaStaff+
Responsibilities
- Develop and enhance custom software and AI-driven IVR solutions using Amazon Connect and AWS.
- Design Amazon Connect flows covering IVRs, routing, queues, callbacks, escalations, and contact center KPIs.
- Implement prompt logic, agent assist, screen-pop integrations, and API-based integrations with enterprise platforms.
- Lead solution design, requirements analysis, design workshops, backlog grooming, stakeholder demos, and delivery of contact center transformation programs.
- Lead proposal responses for client RFPs and RFIs and support the sales and delivery of cloud contact center solutions.
- Own validation of prompt logic, code quality, deployment runbooks, monitoring, and ongoing operations.
- Lead and develop teams through hiring, mentoring, upskilling, and alignment with evolving client and technology needs.
- Drive practice growth and collaborate with market leaders on client demand, talent requirements, and capability development.
Requirements
- At least 3 years of professional experience is required, including at least 5 years of Amazon Connect experience as stated in the posting.
- At least 3 years of hands-on experience with Amazon Connect Contact Center, including Amazon Connect flows and contact center AWS services.
- Experience with AWS Cloud, solution architecture, AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM policies, and AWS Lex.
- Deep understanding of Amazon Connect features, contact center KPIs, call flows, IVRs, agent routing, queue logic, callback handling, and escalation processes.
- Experience with APIs and API-based integrations involving Salesforce, ServiceNow, and bot platforms.
- Experience delivering large-scale business or operational transformation programs and understanding the broader contact center technology landscape.
- Ability to address customer requirements, support solution implementation, and help sell and deliver cloud contact center solutions.
- Strong communication, program management, people management, and team leadership skills.
- Preferred experience with Amazon Contact Lens, Amazon Bedrock or Kendra, CI/CD, infrastructure as code, and DevOps.
- Fifteen years of full-time education is required.
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.