Responsibilities
- Design and implement Amazon Connect contact-center solutions covering contact flows, queues, routing profiles, security profiles, agent workspace integrations, tasks, 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, recommended responses, next-best actions, and automated assistance.
- Implement Amazon Connect Contact Lens transcription, sentiment analysis, conversational analytics, quality insights, redaction, and post-contact summaries.
- Create and maintain enterprise knowledge bases and content-ingestion pipelines for accurate AI-assisted responses.
- Design agent guides, workflows, outbound campaign flows, customer journeys, dialing behavior, retry logic, scheduling, monitoring, and regulatory controls.
- Create reports, dashboards, and data pipelines using Amazon Connect metrics, Contact Trace Records, Contact Lens data, and AWS analytics services.
- Build AWS Lambda functions and APIs for integrations, orchestration, validation, event processing, error handling, logging, and retries.
- Design DynamoDB data models and Amazon EventBridge event-driven workflows with schedules, rules, idempotency, and failure recovery.
- Integrate Amazon Connect with CRM, case-management, identity, knowledge, reporting, and line-of-business systems through secure APIs and AWS services.
- Prepare technical designs, implementation guides, test evidence, runbooks, deployment plans, documentation, and knowledge-transfer materials, and participate in code reviews and production support.
Requirements
- At least 3 years of experience with Amazon Connect is required.
- At least 1 year of experience with Amazon Bedrock is required.
- Proficiency with Amazon Connect, including contact flows, queues, routing, agent workspaces, tasks, security profiles, Contact Trace Records, APIs, CloudWatch logging, and environment promotion.
- Practical experience with Amazon Bedrock, 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, quality management, redaction, and AI-generated post-contact summaries.
- Knowledge-management experience covering enterprise knowledge organization, ingestion, indexing, governance, and refresh processes.
- Experience configuring voice or digital outbound campaigns, dialer behavior, answering-machine detection, quotas, retries, caller identity, compliance, and performance monitoring.
- Strong serverless development skills using Python, Node.js, or Java, with API integration, IAM, Secrets Manager, KMS, structured logging, automated testing, and CI/CD practices.
- Hands-on 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 understanding of contact-center KPIs and data quality.
- Proficiency with Git, infrastructure as code, automated deployment, unit and integration testing, troubleshooting, and Agile delivery.
- 15 years of full-time education is required.
Benefits
- The position is based at the Bengaluru office.
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.