20 hours ago
Bengaluru, IndiaSenior
Responsibilities
- Design and implement Amazon Connect contact-center solutions including contact flows, queues, routing profiles, security profiles, agent workspace integrations, 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, recommendations, next-best actions, and automated agent assistance.
- Implement Contact Lens transcription, sentiment and conversational analytics, quality insights, redaction, and post-contact summaries.
- Create and maintain enterprise knowledge bases, ingestion pipelines, indexing, governance, and content refresh processes.
- Design agent guides, workflows, outbound campaigns, campaign flows, dialing behavior, segmentation, retries, compliance controls, and monitoring.
- Build reports, dashboards, and data pipelines using Connect metrics, Contact Trace Records, and AWS analytics services.
- Develop Lambda functions and APIs for integrations, orchestration, validation, event processing, logging, error handling, and retries.
- Design DynamoDB data models and 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 using secure APIs and AWS services.
- Produce technical designs, implementation guides, test evidence, runbooks, deployment plans, knowledge-transfer materials, code reviews, and production support.
Requirements
- At least 5 years of professional experience is required.
- At least 5 years of experience with Amazon Connect and 5 years with Amazon Bedrock are stated in the additional information.
- Proficiency in Amazon Connect, Bedrock, contact flows, queues, routing, agent workspace, tasks, security profiles, Contact Trace Records, APIs, CloudWatch logging, and environment promotion.
- Experience with generative AI, prompt engineering, model selection, grounding/RAG, guardrails, evaluation, observability, security, privacy, and cost optimization on Amazon Bedrock.
- Experience with Amazon Q in Connect or current Amazon Connect AI-agent capabilities, knowledge integration, recommendations, actions, and agent-workspace adoption.
- Experience with Contact Lens, knowledge management, outbound campaign configuration, serverless development, AWS analytics, reporting, and contact-center KPIs.
- Strong Lambda development skills in Python, Node.js, or Java, including API integration, IAM, Secrets Manager, KMS, structured logging, automated testing, and CI/CD practices.
- Hands-on knowledge of DynamoDB data modeling, indexes, streams, transactions, TTL, and EventBridge event buses, rules, schedules, retries, and dead-letter handling.
- Proficiency with Git, AWS CloudFormation, CDK or Terraform, automated deployment, unit and integration testing, troubleshooting, and Agile delivery.
- A minimum of 15 years of full-time education is required.
Benefits
- The position is based at the Accenture 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.