2 days 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 design, foundation-model integration, grounding, guardrails, evaluation, monitoring, and responsible-AI controls.
- Configure Amazon Q in Connect or Amazon Connect AI agents for contextual knowledge, recommendations, next-best actions, and automated agent assistance.
- Implement Contact Lens transcription, sentiment analysis, conversational analytics, quality insights, redaction, and post-contact summarization.
- Create and maintain enterprise knowledge bases and content-ingestion pipelines for accurate and traceable AI-assisted responses.
- Design and implement Amazon Connect outbound campaigns, including campaign flows, dialing modes, segmentation, retry logic, answering-machine detection, scheduling, quotas, monitoring, and compliance controls.
- Develop reports, dashboards, and data pipelines using Connect metrics, Contact Trace Records, Contact Lens data, and AWS analytics services.
- Build Lambda functions and APIs for integrations, orchestration, validation, event processing, logging, retries, and error handling.
- Design DynamoDB data models and EventBridge event-driven workflows with schedules, rules, idempotency, retries, and failure recovery.
- Integrate Amazon Connect with CRM, case-management, identity, knowledge, reporting, and line-of-business systems.
- 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 5 years of professional experience is required, including stated experience with Amazon Connect and Amazon Bedrock.
- 15 years of full-time education is required.
- 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 or RAG, guardrails, evaluation, observability, security, privacy, and cost optimization.
- Experience implementing 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.
- Strong Lambda development skills using Python, Node.js, or Java, with API integration, IAM, Secrets Manager, KMS, structured logging, automated testing, and deployment practices.
- Knowledge of DynamoDB partition-key design, indexes, streams, transactions, TTL, and EventBridge event buses, rules, schedules, retries, and dead-letter handling.
- Ability to customize operational and business reporting using Connect metrics and AWS analytics services, with knowledge of contact-center KPIs and data quality.
- Proficiency with Git, infrastructure as code using CloudFormation, CDK, or Terraform, automated deployment, unit and integration testing, troubleshooting, and Agile delivery.
Benefits
- The position is based at the employer’s Bengaluru office.
Categories
AI ApplicationsSolutions 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.