Job Title

Amazon Connect + Senior Manager + I&P GN

Management Level

Level 6 - Senior Manager

Location

Delhi / Mumbai / Bangalore / Gurgaon / Pune / Hyderabad / Chennai

Must have skills

AWS Contact Center; Amazon Connect Contact Flows; AWS Lambda; Amazon Lex Bots; Amazon Connect

Good to have skills

Amazon Pinpoint; Amazon Transcribe; Amazon Comprehend; Salesforce Integration; ServiceNow Integration; API-based Integrations

Job Summary

As an Amazon Connect professional within the consulting practice, you will support transformation services across client marketing, sales, and service functions. You will help design and deliver cloud contact center solutions using Amazon Connect and connected AWS services, contribute to contact center strategy and operating models, engage with client and implementation teams, and support practice development and business growth.

Roles & Responsibilities

• Lead a team responsible for designing, developing, and implementing platform-led cloud contact center transformations.
• Lead and manage proposals in response to client requests and RFPs across market units to maintain a pipeline of opportunities and projects.
• Work with market unit leads to identify and understand market demand in terms of required skills and scale.
• Support practice and business growth through platform hiring, team development, nurturing, and upskilling.
• Lead contact center transformation consultants and engage with client and implementation teams to conduct design sessions, gather and refine requirements, deliver working demonstrations, and support solution design and implementation.
• Provide best-practice guidance and define implementation approaches using industry or process benchmarks.
• Develop innovative, fact-based, and achievable strategies and operating models after evaluating multiple strategic options.
• Lead practice initiatives including points of view, reusable contact center assets, industry research, market-trend analysis, and innovative solutions.

Professional & Technical Skills

• Seasoned techno-functional experience in large-scale business or operational transformation projects.
• Strong understanding of the contact center technology landscape and AWS Cloud services, with solution architecture skills.
• Deep expertise in Amazon Connect features and related AWS services including Amazon Lex, Lambda, Pinpoint, Transcribe, and Comprehend.
• Strong functional and technical understanding of APIs and integration patterns.
• Experience building API-based integrations with Salesforce, ServiceNow, and bot platforms.
• Ability to understand customer challenges and requirements and address them through differentiated solutions.
• Ability to support implementation, sales, and delivery of cloud contact center solutions.
• Excellent communication, program management, and people management skills.
• Hands-on experience designing, developing, and deploying contact center solutions at scale.
• Experience taking a lead role in building contact center applications successfully delivered to customers.
• Minimum 8 years of experience delivering Software as a Service or Platform as a Service projects, preferably across cloud and on-premise contact center platforms.

Additional Information

• Opportunity to work on transformative projects with key G2000 clients.
• Opportunity to co-create with strategy leaders, industry experts, enterprise function practitioners, and business intelligence professionals.
• Access to personalized learning that develops strategy, consulting, industry, and capability knowledge.
• Opportunity to collaborate across the organization in a culture committed to accelerating equality for all.

About Our Company | Accenture

Experience

Minimum 14 year(s) of experience is required

Educational Qualification

BE / B.Tech / M.Tech / MBA from a Tier 1 or Tier 2 institute

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.