2 months ago
Bengaluru, IndiaSenior / Staff+
Responsibilities
- Design, build, configure, and optimize Amazon Connect contact center solutions and scalable voice and chat workflows.
- Develop and maintain Amazon Connect contact flows, AWS Lambda functions, Lex bots, serverless workflows, and API-based integrations.
- Review code, contact flows, deployments, and architectural designs to maintain quality, security, performance, and reusability.
- Drive automation for deployment, testing, monitoring, flow versioning, and Lambda standardization.
- Use CloudWatch, X-Ray, and Amazon Connect logs and metrics to diagnose and resolve production issues.
- Coordinate sprints and delivery activities for small Agile teams while mentoring junior developers.
- Integrate contact center solutions with Salesforce, ServiceNow, bot platforms, and external services.
- Contribute to incident management, stakeholder communication, customer-focused solution design, and practice growth.
Requirements
- A minimum of 8 years of hands-on experience with Amazon Connect and AWS Lambda; the posting also states an overall experience range of 8–14 years.
- Deep expertise designing Amazon Connect contact flows, including queue routing, whisper prompts, call recording, voice bot integrations, and contact center reporting and metrics.
- Hands-on experience with AWS Lambda using Node.js or Python and integrations with DynamoDB, S3, Lex, and external APIs.
- Experience designing and integrating Lex V2 bots with fallback handling, fulfillment logic, and context management.
- Strong understanding of CloudWatch, X-Ray, Amazon Connect logs and metrics, IAM policies, security, and compliance.
- Experience with CloudFormation or SAM and GitHub Actions for secure and efficient deployments.
- Experience leading small Agile teams, coordinating sprints, ensuring code quality, mentoring developers, and driving delivery.
- Understanding of contact center technologies, AWS Cloud and solution architecture, APIs, and integrations with Salesforce and ServiceNow.
- Preferred experience with Amazon Bedrock or Kendra, Contact Lens for Amazon Connect, AWS CDK, GitHub, pipelines, and the Amazon Connect Stream API.
- Completion of 15 years of full-time education is required.
Benefits
- The position is based at the employer's Bengaluru office.
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.