Responsibilities
- Lead end-to-end 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, flow logic, and code-quality validation.
- Design and deliver integrations using AWS services, APIs, Salesforce, ServiceNow, and bot platforms.
- Lead requirements analysis, design workshops, backlog grooming, stakeholder demonstrations, deployment support, monitoring, and operational runbooks.
- Lead responses to client RFPs and RFIs and support the sale and delivery of cloud contact center solutions.
- Identify client demands, define talent requirements, participate in talent acquisition, and mentor and upskill team members.
- Apply contact center knowledge across KPIs, call flows, IVRs, agent routing, queue logic, callbacks, and escalations.
Requirements
- At least 3 years of professional experience is required, with at least 5 years of Amazon Connect experience stated for the role.
- At least 15 years of full-time education is required.
- Deep hands-on expertise with Amazon Connect, Amazon Connect flows, and contact center-related AWS services is required.
- Strong AWS cloud and solution architecture skills, including AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM policies, and AWS Lex, are required.
- Experience with APIs and API-based integrations involving Salesforce, ServiceNow, and bot platforms is required.
- Understanding of contact center technology, operational transformation, contact center KPIs, call flows, IVRs, routing, queues, callbacks, and escalation processes is required.
- Ability to address customer requirements, support implementation, and communicate effectively with clients and teams is required.
- Strong program management and people management skills are required.
- Experience with Amazon Contact Lens, Amazon Bedrock or Kendra, CI/CD, infrastructure as code, or DevOps is desirable.
Tech Stack
Categories
About Accenture
Accenture helps the world’s leading enterprises reinvent by building their digital core and unleashing the power of AI to create value at speed for organizations across industries. Our strategy is to be the reinvention partner of choice for our clients and lead in the safe, widespread adoption of AI, and to be the most client-focused, AI-enabled, great place to work in the world. We bring together the talent of our approximately 786,000 people with proprietary assets and platforms, deep process and industry expertise, and leading ecosystem relationships to deliver end-to-end solutions and measurable outcomes at scale. Through our Reinvention Services, we offer broad expertise across Cybersecurity, Digital Core, Finance, Industry and Enterprise, Song, Supply Chain and Engineering, and Talent, with advanced capabilities in AI and Data, Industry and Process, and Technology. We serve approximately 9,000 clients and generated approximately $70 billion in FY25 revenue. Visit us at accenture.com. This LinkedIn company page is moderated. When engaging with Accenture, we encourage everyone to: - Use common courtesy and be respectful of others. - Create your own original content and avoid content that you know to be fraudulent. - Never repost someone else's copyrighted work, unless you have permission. - Never post personal, identifying, or confidential information. We reserve the right to delete comments or posts we deem to be: - Profane, obscene, inappropriate, offensive, abusive material. - Spam, repeated comments and commercial messages and personal advertisements. - Discriminatory or that contain hateful speech of any kind regarding age, gender, race, religion, nationality, sexual orientation, gender identity or disability. - Threats; personal attacks; abusive, defamatory, derogatory, or inflammatory language; or stalking or harassment of any individual, entity or organization. - False, inaccurate, libelous, or otherwise misleading in any way.