3 days ago
Bengaluru, IndiaSenior
Responsibilities
- Design, develop, and implement cloud-based contact center transformation solutions using Amazon Connect and AWS.
- Build Amazon Connect IVR solutions, flows, prompt logic, agent assist, and screen pop integrations.
- Validate solution logic and code quality and support deployment, monitoring, runbooks, and ongoing operations.
- Lead requirements analysis, solution design, design workshops, backlog grooming, stakeholder demos, and complex project delivery.
- Develop API-based integrations with Salesforce, ServiceNow, and bot platforms.
- Lead proposal responses for client RFPs and RFIs and contribute to business development and market engagement.
- Build the practice through talent acquisition, mentoring, upskilling, and alignment of capabilities with client needs.
- Lead and manage teams delivering contact center transformation initiatives.
Requirements
- At least 3 years of experience is required; the posting also specifies a minimum of 5 years of Amazon Connect experience.
- 15 years of full-time education is required.
- Hands-on experience with Amazon Connect Contact Center, Amazon Connect flows, AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM policies, and AWS Lex.
- Strong knowledge of contact center KPIs, call flows, IVRs, agent routing, queue logic, callbacks, and escalation processes.
- Experience with AWS Cloud, solution architecture, Amazon Connect features, and related AWS contact center services.
- Experience designing API-based integrations with Salesforce, ServiceNow, and bot platforms.
- Experience with large-scale business or operational transformation projects and the ability to address customer challenges with differentiated solutions.
- Strong communication, program management, people management, team implementation, and client solution delivery skills.
- Preferred experience includes Amazon Contact Lens, Amazon Bedrock or Kendra, CI/CD, Infrastructure as Code, and DevOps.
- Experience with prompt design, agent assist, screen pop setup, code-quality validation, and basic deployment and operations support.
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.