21 hours ago
Remote, India or Bengaluru, IndiaEntry Level
Responsibilities
- Configure, test, and deploy first-party AI agents in Amazon Connect AI agent designer.
- Enable and configure Amazon Q in Connect to provide real-time responses and recommended actions to live agents.
- Build and maintain Amazon Lex bots within Amazon Connect contact flows for natural-language self-service.
- Configure knowledge bases and external data sources so agents can retrieve relevant information.
- Use Amazon Connect flow blocks to automate returns, account updates, status checks, and other customer-service tasks.
- Monitor AI agent performance dashboards, review conversation logs, identify tool-execution issues, and perform initial troubleshooting.
- Configure safety guardrails, fallback logic, and escalation to human agents for ambiguous or complex scenarios.
Requirements
- Fundamental knowledge of AWS Cloud services including Lambda, S3, and IAM.
- Understanding of Amazon Connect contact-center flows, queues, and agent experiences.
- Familiarity with chatbots, natural language understanding, and Amazon Lex.
- Understanding of APIs and Lambda functions for integrating systems such as Salesforce and Zendesk.
- Ability to work collaboratively and safely in high-stress customer-support environments.
- Preferred: experience with Amazon Bedrock agent components.
- Preferred: basic understanding of Python or SQL for data processing.
- Preferred: knowledge of contact-center metrics and KPIs.
Categories
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.