4 days ago
Pune, IndiaStaff+
Responsibilities
- Lead the design, development, and implementation of cloud-based contact center transformation solutions.
- Build AI-driven IVR solutions in Amazon Connect, including prompt logic, agent assist, and screen pop integrations.
- Validate solution logic, maintain code quality, and support deployment, monitoring, runbooks, and ongoing operations.
- Lead client requirements analysis, solution design, workshops, backlog grooming, demos, and delivery of complex transformation programs.
- Manage proposal responses to client RFPs and RFIs and support business development for strategic opportunities.
- Develop the practice through talent acquisition, mentoring, upskilling, and alignment of capabilities with market needs.
- Guide API-based integrations with Salesforce, ServiceNow, and bot platforms.
Requirements
- At least 12 years of hands-on experience with Amazon Connect contact centers; the posting also specifies at least 10 years with Amazon Connect.
- 15 years of full-time education is required.
- Deep expertise in Amazon Connect features, contact center AWS services, Amazon Connect flows, AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM policies, and AWS Lex.
- Experience with contact center KPIs, call flows, IVRs, agent routing, queue logic, callback handling, and escalation processes.
- Experience designing API-based integrations with Salesforce, ServiceNow, and bot platforms.
- Experience as a techno-functional professional on large-scale business or operational transformation projects.
- Strong solution architecture, customer requirements analysis, communication, program management, and people management skills.
- Preferred exposure to Amazon Contact Lens, Amazon Bedrock, Amazon Kendra, CI/CD, infrastructure as code, and DevOps.
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.