15 hours ago
Hyderābād, IndiaSenior
Responsibilities
- Build AI-driven IVR and cloud contact center solutions using Amazon Connect and AWS services.
- Design Amazon Connect flows, call routing, queue logic, callback handling, escalation processes, agent assist, and screen pop integrations.
- Create and validate goal-oriented and scripted prompts, maintain code quality, and support deployment, monitoring, runbooks, and ongoing operations.
- Lead end-to-end design and delivery of contact center transformation programs, including requirements analysis, design workshops, backlog grooming, and stakeholder demos.
- Lead teams, mentor and upskill team members, support talent acquisition, and grow the contact center technology practice.
- Lead proposal responses to client RFPs and RFIs and collaborate with market leaders on client demand and capability development.
- Implement API-based integrations with Salesforce, ServiceNow, and bot platforms.
Requirements
- At least 3 years of professional experience is required; the posting also states a minimum of 5 years of Amazon Connect experience.
- At least 3 years of hands-on experience with Amazon Connect Contact Center and deep expertise in its features and flows.
- 15 years of full-time education is required.
- Experience delivering large-scale business or operational transformation projects as a techno-functional professional.
- Strong knowledge of AWS Cloud, solution architecture, Amazon Connect, AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM policies, and AWS Lex.
- Understanding of contact center KPIs, IVRs, agent routing, queue logic, callback handling, and escalation processes.
- Experience with APIs and API-based integrations, including Salesforce, ServiceNow, and bot platforms.
- Ability to understand customer challenges, design differentiated solutions, and help teams implement, sell, and deliver cloud contact center solutions.
- Strong communication, program management, and people management skills.
- Knowledge of Amazon Contact Lens, Amazon Bedrock or Kendra, CI/CD, and Infrastructure as Code is preferred.
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.