Project Role : Custom Software Engineer
Project Role Description : Lead the effort to design, build and configure applications, acting as the primary point of contact.
Must have skills : Amazon Connect
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education

Summary:
This role requires a blend of hands-on development experience, team coordination skills, and stakeholder communication. The ideal candidate will act as a bridge between technical teams and business stakeholders, ensuring timely delivery of initiatives while driving operational efficiency, automation, and continuous improvement across the contact center ecosystem.
The Associate Manager will play a key role in planning, reviewing, and supporting solution design, maintaining coding and security standards, and mentoring junior developers. The role also demands active involvement in architectural reviews, code deployments, sprint planning, and incident management, with a focus on customer experience and innovation using the AWS suite including Connect, Lex, Lambda, and more.
Project Role Description - Support and lead the development of cloud-based contact center solutions using Amazon Connect and related AWS services. Collaborate with team leads, developers, and business stakeholders to ensure successful design, implementation, and optimization of scalable, secure, and customer-centric voice and chat workflows. Take ownership of delivery tasks, support issue resolution, drive automation initiatives, and contribute to practice growth by mentoring team members and fostering technical excellence.

Roles & Responsibilities:
Review code, Lambda functions, and contact flows to maintain quality, security, and performance standards.
Promote best practices for code reusability, flow versioning, and Lambda standardization.
Drive automation initiatives for deployment, testing, and monitoring of contact flows and serverless functions.
Stay updated with latest AWS Connect and AI/ML advancements (e.g., Amazon Bedrock, Contact Lens)
Good understanding of contact center technology landscape.
An understanding of AWS Cloud platform and services with Solution architect skills.
Deep expertise on AWS contact center relevant services.
Sound experience in developing Amazon Connect flows , AWS Lambda and Lex bots
Deep functional and technical understanding of APIs and related integration experience
Functional and technical understanding of building API-based integrations with Salesforce, Service Now and Bot platforms
Ability to understand customer challenges and requirements, ability to address these challenges/requirements in a differentiated manner.

Professional & Technical Skills:
8 years minimum hands-on experience with Amazon Connect and AWS Lambda.
Proficient in designing, building, and maintaining scalable, secure, and modular contact flows using Amazon Connect, including queue routing, whisper prompts, call recording, and voice bot integrations.
Hands-on experience in building serverless workflows using Lambda (Node.js/Python), with seamless integration to services like DynamoDB, S3, Lex, and external REST APIs.
Skilled in designing and integrating Lex V2 bots for natural language interactions, including fallback handling, fulfillment code logic, and context management.
Deep understanding of CloudWatch, X-Ray, and Connect logs to proactively detect, diagnose, and resolve production issues with minimal downtime.
Experience leading small Agile teams, coordinating sprints, ensuring code quality, and mentoring junior developers while driving delivery of customer-centric solutions.
Knowledge of IAM policies, and automation via CloudFormation/SAM/GitHub Actions to maintain secure, compliant, and efficient deployments.
- Mandatory Skills
1. AWS contact center, AWS Lambda, AWS Services Integration, Contact Flow Design, CloudWatch logs
2.Amazon Connect flows, Amazon Connect metrics
3. Node Js/Python, Dynamo DB.
4. Security & Compliance Awareness,
5. JIRA or Azure DevOps.
- Must have skills - Amazon Connect flows, AWS Lambda and Lex bots, Amazon Connect Contact Center, Reporting
- Good To Have Skills - AWS Lambda, Lex bots, Amazon Connect, Github, Pipeline
1. Amazon Bedrock or Kendra, Contact Lens for Amazon Connect, AWS CDK/CloudFormation, DevOps, Amazon Connect Stream API

Additional Information:
- The candidate should have 8–14 years with Minimum 8 year(s) of experience is required in Amazon Connect.
- This position is based at our Bengaluru office.
- A 15 years full time education is required.

15 years full time education

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 

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