Amazon Connect Manager
Accenture India Private Limited
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Job summary
Accenture is seeking an Amazon Connect Manager within the I&P GN practice to lead cloud contact center transformations across client marketing, sales, and service functions. You will design and deliver solutions using Amazon Connect and connected AWS services, shaping strategy and operating models, and coordinating with client and implementation teams for scalable outcomes.
You will oversee platform hiring, team development, and solution demonstrations while driving practice growth and
Qualifications
- Seasoned technofunctional professional with cloud contact center experience.
- Strong knowledge of AWS cloud services and Amazon Connect features.
- Proven ability to design and deliver scalable contact center solutions.
Responsibilities
- Lead a team designing, developing, and implementing platform-led cloud contact center transformations.
- Lead proposals and pipelines across market units to win projects.
- Collaborate with market leads to map demand and required skills at scale.
- Support practice growth through hiring, mentoring, and upskilling.
- Guide client and implementation teams through design sessions and demos.
- Define implementation approaches using industry benchmarks and best practices.
- Develop innovative strategies and operating models after evaluating options.
- Drive practice initiatives and reusable assets and research.
Skills
Tools
Job description
Location Delhi / Mumbai / Bangalore / Gurgaon / Pune / Hyderabad / Chennai
- AWS Contact Center
- Amazon Connect Contact Flows
- AWS Lambda
- Amazon Lex Bots
- Amazon Connect
- Amazon Pinpoint
- Amazon Transcribe
- Amazon Comprehend
- Salesforce Integration
- ServiceNow Integration
- API-based Integrations
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.
- 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.
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 8 years of experience delivering Software as a Service or Platform as a Service projects, preferably across cloud and on-premise contact center platforms.
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
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