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

8113 ASOL- Bangalore 7 SEZ Company; Bengaluru; On-site; INR 1,200,000 - 2,500,000; Full time

Job summary

Accenture is seeking an Amazon Connect senior analyst to design and deliver cloud contact center solutions for client marketing, sales, and service functions. You will lead platform-led transformations using AWS services and guide client teams through design sessions and demonstrations.

The role requires deep AWS Connect expertise, API integration experience with Salesforce and ServiceNow, and strong program management skills to drive delivery and growth across multiple market units.

Qualifications

• Minimum 4 years delivering SaaS or Platform as a Service projects.
• Experience in large-scale business or operational transformation projects.
• Strong understanding of contact center technology and AWS cloud services.

Responsibilities

• Lead a team designing and implementing cloud contact center transformations.
• Lead proposals and maintain a pipeline across market units.
• Collaborate with market unit leads to identify demand and scale.
• Support practice growth through hiring, nurturing, and upskilling.
• Guide design sessions, gather requirements, and deliver demonstrations.
• Provide best-practice guidance and define implementation approaches.

Skills

AWS/Amazon Connect

Amazon Lex

API integrations

Salesforce integration

ServiceNow integration

AWS Lambda

AWS Pinpoint

AWS Transcribe

AWS Comprehend

Team leadership

Program management

Communication skills

Education

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

Tools

Salesforce

ServiceNow

AWS Lambda

Amazon Connect

Amazon Lex

AWS Pinpoint

AWS Transcribe

AWS Comprehend

Job description

Job Title Amazon Connect + Senior Analyst + I&P GN Management Level Level 10 - Senior Analyst 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 4 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 4 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.

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