Amazon Connect Solutions Lead

1200 Accenture Inc Company; Toronto; Hybrid; CAD 99,000 - 210,000; Full time

Benefits offered by this job

Hybrid work model

2-3 days in office per week

Job summary

Accenture is seeking a skilled AWS Connect Functional Specialist to design and configure customer, supervisor and agent experiences within cloud contact center environments. You will translate business requirements into Omni-Channel experiences including routing strategies, contact flows, NLU and conversational AI that improve customer and agent experiences.

You will work with business stakeholders, product owners, architects, and development teams to design, test, and continuously improve

Qualifications

• Minimum of 3 years’ hands-on functional experience with Amazon Connect Contact Center including contact flows, routing, contact lens, channel strategy, agent workspace and Amazon Connect administration.
• Minimum of 3 years’ experience designing and implementing routing strategies for enterprise contact center environments.
• Minimum of 3 years’ experience configuring and managing: Amazon Connect Contact Flows, Skills-Based Routing and Queue Management, NLU and conversational AI solutions, Callback Handling, Reporting and Analytics, Contact Lens.

Responsibilities

• Routing & Contact Flow Design: design Amazon Connect routing solutions, contact flows, queue structures, skills-based routing, callbacks, transfers, and escalation paths.
• Design customer experience journeys: translate business requirements into efficient journeys across voice and digital channels.
• User Experience Optimization: integration support for Amazon Connect profiles, cases, views and outbound campaigns; analytics for contact center metrics.
• Amazon Connect Administration: configure contact flows, hoop, routing and queues; design Contact Lens evaluation forms, rules and notifications; test and troubleshoot.

Skills

Amazon Connect

AWS

Contact Center

Routing

NLU

Conversational AI

DynamoDB

AWS Lambda

CRM Integrations

Analytics

Education

Bachelor's degree in Computer Science or related field

Tools

AWS Lambda

DynamoDB

CRM Systems

Job description

Accenture is seeking a skilled AWS Connect Functional Specialist to design and configure customer, supervisor and agent experiences within cloud contact center environments. You will translate business requirements into Omni-Channel experiences including routing strategies, contact flows, NLU and conversational AI that improve customer and agent experiences.

You will work with business stakeholders, product owners, architects, and development teams to design, test, and continuously improve