3 days ago
Pune, IndiaStaff+
Responsibilities
- Lead end-to-end design, development, and implementation of cloud-based contact center transformation initiatives.
- Build AI-driven IVR solutions in Amazon Connect, including prompt design, agent assist, screen-pop integration, logic validation, and code-quality maintenance.
- Lead solution design, requirements analysis, design workshops, backlog grooming, stakeholder demonstrations, and client delivery activities.
- Support deployment, monitoring, runbooks, and ongoing operations for AI-powered contact center solutions.
- Lead and mentor teams while supporting talent acquisition, capability development, and practice growth.
- Manage client RFP and RFI responses and help develop a pipeline of strategic transformation opportunities.
- Design API-based integrations with Salesforce, ServiceNow, and bot platforms.
- Apply contact center expertise to call flows, IVRs, agent routing, queue logic, callbacks, escalations, and operational KPIs.
Requirements
- At least 12 years of overall professional experience is required.
- At least 3 years of hands-on experience with Amazon Connect Contact Center is required.
- 15 years of full-time education is required.
- Significant experience with large-scale business or operational transformation projects is required.
- Strong AWS Cloud platform and solution architecture skills are required.
- Deep expertise with Amazon Connect features and related AWS contact center services is required.
- Experience with Amazon Connect flows, AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM policies, and AWS Lex is required.
- Experience with APIs and API-based integrations, including Salesforce, ServiceNow, and bot platforms, is required.
- Knowledge of contact center technology, KPIs, call flows, IVRs, routing, queue logic, callback handling, and escalation processes is required.
- Strong communication, client-facing problem-solving, program management, and people management skills are required.
- Knowledge of Amazon Contact Lens, Amazon Bedrock or Kendra, CI/CD, infrastructure as code, and DevOps is preferred.
- Experience with prompt engineering, agent assist, screen pops, and voice AI IVR solutions is preferred.
Tech Stack
Amazon DynamoDBAWS
Categories
AI ApplicationsSolutions 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.