#ACN I&P GN - SONG - Service - Amazon Connect - Analyst

8113 ASOL- Bangalore 7 SEZ Company; Bengaluru; On-site; INR 1,200,000 - 2,300,000; Full time

Benefits offered by this job

Transformative projects with G2000s

Boundaryless collaboration

Professional training programs

Job summary

Accenture is seeking an Analyst (Level 11) to drive contact center transformations across Delhi, Mumbai, Bangalore, Gurgaon, Pune, Hyderabad and Chennai using Amazon Connect and AWS services. You will lead design sessions, requirements gathering, and demos while coordinating with stakeholders to deliver cloud-based contact center solutions.

Ideal candidates bring strong leadership, API integration experience with Salesforce/ServiceNow, and a track record of delivering SaaS/Paas projects.

Qualifications

• Experience leading large-scale contact center transformation projects.
• Strong understanding of AWS cloud services and solution architecture for contact centers.
• Deep knowledge of Amazon Connect features and related AWS services (Lex, Pinpoint, Transcribe, Comprehend).
• Experience designing API-based integrations with CRM systems like Salesforce and ITSM tools.

Responsibilities

• Lead a team to design, develop, and implement contact center transformations on cloud platforms.
• Drive proposals and RFP responses to maintain a healthy project pipeline.
• Collaborate with market unit leads to assess demand and required scale.
• Oversee hiring, coaching, and upskilling of team members while delivering projects.

Skills

Leadership

Program management

Communication

Cloud contact center

Solution architecture

Education

Bachelor’s degree in related field

Postgraduate in Business Management (MBA)

Tools

AWS

Amazon Connect

Lambda

Lex

Pinpoint

Transcribe

Comprehend

Salesforce integration

ServiceNow integration

Job description

Job Title and Location

Job Title - Amazon Connect + Entity (I&P GN) Management Level: Level 11 - 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 CenterGood to have skills: AWS Lambda and Lex bots, Pinpoint, Transcribe, Comprehend

Job Summary

The I&P practice is aligned to the Global 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.

Professional & Technical Skills

• Seasoned techno-functional professional with significant experience working on a large- scale business / operational transformation project
• Good understanding of contact center technology landscape
• An understanding of AWS Cloud platform and services with Solution architect skills
• Deep expertise on Amazon Connect product features and contact center related AWS services like Lex, Pinpoint, Transcribe, Comprehend etc
• 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
• Ability to help the team to implement the solution, sell, deliver cloud contact center solutions to clients
• Excellent communications skills
• Strong program management / people management skills
• Bachelor’s degree in related field or equivalent experience and Post-Graduation in Business management would be added value
• Minimum 2 years of experience in delivering software as a service or platform as a service projects related (pref. a mix of cloud and on-premise contact center platforms)
• Hands-on experience working on the design, development and deployment of contact center solutions at scale
• Hands-on development experience with cognitive service such as Amazon connect, Amazon Lex, Lambda, Pinpoint, Comprehend, Transcribe
• Experience in taking a lead role for building contact center applications that have been successfully delivered to customers

Additional Information

• An opportunity to work on transformative projects with key G2000 clients
• Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies
• Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional
• Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities
• Opportunity to thrive in a culture that is committed to accelerate equality for all
• Engage in boundaryless collaboration across the entire organization

About Accenture

About Accenture: About Our Company | Accenture Experience: Minimum 2 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. Bring your incredible skills and join our global team of innovators. We come together from different backgrounds across the world and work with the latest technologies to create value and growth for our clients. With us, you’ll continue to learn and grow so you can advance in your career. Your personal dreams and ambitions are just as important to us; that’s why we offer support any way we can—when you thrive, we all thrive. Explore your next step at Accenture Belong. Grow. Thrive. Join agreat place to work for reinventors who drive meaningful change for our clients, communities, and the world. Wo rld. Explore your next step at Accenture