16 days ago
Gurgaon, IndiaMid Level / Senior
Responsibilities
- Design, develop, and implement cloud-based contact center transformation solutions using Amazon Connect and AWS.
- Build Amazon Connect IVR solutions, including prompt logic, agent assist, screen pop integration, routing, queue logic, callbacks, and escalations.
- Validate prompt logic, maintain code quality, and support deployment, monitoring, runbooks, and ongoing operations.
- Lead requirements analysis, solution design, design workshops, backlog grooming, client engagement, and stakeholder demonstrations.
- Develop and support API-based integrations with Salesforce, ServiceNow, and bot platforms.
- Lead proposal responses to client RFPs and RFIs and contribute to business development and market engagement.
- Mentor, upskill, and help recruit team members while supporting practice and capability growth.
- Lead delivery teams and complex contact center transformation programs across enterprise environments.
Requirements
- At least 3 years of professional experience is required, with the posting also specifying a minimum of 5 years of Amazon Connect experience.
- Hands-on experience with Amazon Connect Contact Center and Amazon Connect flows is required.
- Experience with AWS Cloud, solution architecture, AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM policies, and AWS Lex is required.
- Deep knowledge of Amazon Connect features and related AWS contact center services, including Lex, Pinpoint, Transcribe, and Comprehend.
- Strong understanding of contact center KPIs, IVRs, call flows, agent routing, queue logic, callback handling, and escalation processes.
- Experience with APIs and API-based integrations, including Salesforce, ServiceNow, and bot platforms.
- Experience delivering large-scale business or operational transformation projects and addressing customer requirements with differentiated solutions.
- Strong communication, program management, people management, team leadership, and client delivery skills.
- Familiarity with Amazon Contact Lens, Amazon Bedrock or Kendra, CI/CD, infrastructure as code, and DevOps is preferred.
- 15 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.