15 hours ago
Remote, India or Bengaluru, IndiaMid Level
Responsibilities
- Design and develop Amazon Connect contact center solutions including contact flows, queues, routing profiles, prompts, hours of operation, IVR, and contact attributes.
- Build and maintain Amazon Connect Contact Flows with focus on scalability, reliability, and customer experience.
- Integrate Amazon Connect with AWS services, enterprise applications, APIs, CRM, identity management, knowledge bases, and backend systems.
- Develop Amazon Connect Streams and API integrations, including custom agent desktop capabilities.
- Configure and troubleshoot CTI, IVR, call routing, recording, reporting, analytics, and real-time monitoring.
- Implement conversational AI, intelligent automation, agent-assist, and other Amazon Connect AI use cases.
- Develop secure API-based integrations and resolve authentication and authorization issues.
- Participate in solution design, development, testing, deployment, and production hypercare.
- Perform root-cause analysis and resolve technical issues with AWS and enterprise application teams.
- Apply AWS security, logging, monitoring, and deployment best practices while collaborating with architects, stakeholders, security teams, and delivery teams.
Requirements
- 3–4 years of hands-on experience with Amazon Connect.
- Strong understanding of Amazon Connect Contact Flows, routing, queues, prompts, hours of operation, and contact attributes.
- Programming experience in Python and/or JavaScript/Node.js.
- Hands-on experience with AWS Lambda and API Gateway.
- Experience with REST APIs, JSON-based integrations, AWS SDKs, and Amazon Connect APIs.
- Understanding of AWS IAM, CloudWatch, S3, DynamoDB, and EventBridge.
- Knowledge of cloud security, authentication, authorization, and API security.
- Experience with Git and CI/CD practices, troubleshooting, and debugging.
- Preferred experience with Amazon Connect AI/GenAI solutions, Amazon Bedrock, Knowledge Bases, Agents, or other AWS AI/ML services.
- Preferred experience integrating Amazon Connect with ServiceNow, CRM, IAM/SSO, enterprise knowledge management platforms, Customer Profiles, Contact Lens, analytics, or real-time monitoring.
- AWS certification such as AWS Certified Developer, AWS Solutions Architect, or similar is preferred.
- Strong analytical, problem-solving, communication, stakeholder-management, and independent troubleshooting abilities.
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.