#ACN GN - SONG - Service - Amazon Connect - Senior Analyst

Accenture in India; Bengaluru; On-site; INR 1,200,000 - 1,800,000; Full time

Job summary

Accenture in India is seeking a Senior Analyst with deep expertise in AWS contact center solutions and Amazon Connect flows to lead transformation projects across client environments.

The role requires at least 4 years of hands-on experience in cloud-based contact center design, deployment, and optimization, with a track record of delivering measurable improvements in customer experience and efficiency.

Qualifications

• BE/BTech/MTech/MBA from a Tier 1 or Tier 2 institute.
• Minimum 4 years of relevant experience in customer contact centers.
• Hands-on experience with AWS Connect and related services is required.

Responsibilities

• Lead a team responsible for designing, developing, and implementing contact center transformations on cloud platforms.
• Drive business development by leading proposals in response to client requests and RFPs.
• Identify market demand with market unit leads to align required skills and scale.
• Grow the practice through hiring, nurturing, and upskilling team members.
• Guide project delivery with design sessions, requirements, demos, and implementation activities.
• Share best practices and develop innovative, measurable contact center strategies.
• Lead initiatives to create reusable assets, analyze market trends, and propose new solutions.

Skills

AWS contact center

Amazon Connect flows

AWS Lambda and Lex bots

Amazon Connect Contact Center

Education

BE/B Tech/ M Tech/MBA

Job description

Job Title - Amazon Connect + Entity (S&C GN)

Job Title - Amazon Connect + Entity (S&C GN)
Management Level: Level 10 - Senior Analyst
Location: Delhi, Mumbai, Bangalore, Gurgaon, Pune, Hyderabad and Chennai
Must have skills: AWS contact center, Amazon Connect flows, AWS Lambda and Lex bots, Amazon Connect Contact Center
Good to have skills: AWS Lambda and Lex bots, Pinpoint, Transcribe, Comprehend
Experience: Minimum 4 year(s) of experience is required
Educational Qualification: BE/B Tech/ M Tech/MBA from a Tier 1 or Tier 2 institute
Job Summary The Customer Sales & Service Consulting practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will work on transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

Roles & Responsibilities

• Lead a team responsible for designing, developing, and implementing contact center transformations on platforms led solutions across Cloud Contact Center transformation
• Business Development: Lead and manage proposals in response to client requests / RFPs across multiple market units to ensure a continuous pipeline of opportunities / projects
• Market Unit Development: Connect and work with market unit leads to identify and understand the demand in the market in terms of both skill and scale required
• People Development: Grow the practice and business by engaging in hiring across platforms, along with nurturing, upskilling existing team.
• Project Delivery: Lead a team of contact center transformation consultants and engage with the client and implementation team: for conducting design sessions, requirement gathering and grooming, give regular working demos to all stakeholders, solution design and implementation activities
• Provide best practices guidance and implement approach based on industry or process benchmarks
• Develop innovative, fact-based, and achievable strategies and operating models after evaluation of multiple strategic options.
• Lead practice-specific initiatives including creating points of view, creating reusable assets in contact center space, performing analysis on industry research and market trends, and bringing in innovative solutions, etc.