2 days ago
Bengaluru, IndiaStaff+
Responsibilities
- Lead end-to-end design, development, and implementation of cloud-based contact center transformation initiatives.
- Design and build Amazon Connect IVR solutions, flows, agent assist, screen pops, prompt logic, and API-based integrations.
- Lead requirements analysis, solution design, workshops, backlog grooming, demos, deployment validation, monitoring, and ongoing operations.
- Manage proposal responses for client RFPs and RFIs and support the sale and delivery of cloud contact center solutions.
- Lead, mentor, acquire, and upskill team members while expanding the technology practice.
- Define and support runbooks, code-quality validation, deployment, escalation, routing, queue, callback, and contact center operational processes.
Requirements
- At least 15 years of overall professional experience and at least 3 years of hands-on Amazon Connect contact center experience.
- 15 years of full-time education.
- Significant experience delivering large-scale business or operational transformation projects.
- Deep expertise in Amazon Connect, Amazon Connect flows, AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM policies, and AWS Lex.
- Strong understanding of contact center KPIs, call flows, IVRs, agent routing, queue logic, callback handling, and escalation processes.
- Experience with AWS solution architecture, APIs, and integrations with Salesforce, ServiceNow, and bot platforms.
- Experience with Amazon Connect-related AWS services including Pinpoint, Transcribe, and Comprehend.
- Understanding of prompt engineering, agent assist, screen pop setup, and AI-driven voice IVR solutions.
- Strong communication, program management, people management, client engagement, and solution-selling skills.
- Preferred experience with Amazon Contact Lens, Amazon Bedrock or 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.