Associate Manager - Amazon Connect

Accenture PLC; Bengaluru; On-site; INR 1,800,000 - 3,000,000; Full time

Job summary

Accenture PLC in Bengaluru is seeking a senior consultant to lead cloud-based contact center transformation initiatives. You will design, develop, and implement complex solutions across AWS services such as Amazon Connect, Lex, Pinpoint, Transcribe, and Comprehend, while guiding a team through design, delivery, and stakeholder demos.

You will drive business development, manage pipelines, and collaborate with market unit leads to align skill demand with capacity.

Qualifications

• BE/B.Tech/M.Tech/MBA from a Tier 1 or Tier 2 institute.
• 8+ years of experience in contact center transformations or related programs.
• Experience delivering cloud-based contact center platforms and APIs.
• Strong AWS and Amazon Connect expertise with Lambda, Lex, Pinpoint, Transcribe, and Comprehend.
• Excellent communication, leadership, and program management skills.

Responsibilities

• Lead a team designing, developing, and implementing contact center transformations on cloud platforms.
• Drive proposals and business development to maintain a strong project pipeline.
• Collaborate with market unit leads to identify demand for skills and scale.
• Lead hiring, upskilling, and People Development for the practice.
• Oversee delivery with clients and implementation teams, including design sessions and demos.
• Provide best-practice guidance and implement industry benchmarks.
• Develop strategic options and operating models for the practice.
• Lead initiatives creating reusable assets and integration solutions in contact center space.

Skills

AWS contact center

Amazon Connect flows

AWS Lambda

Lex bots

Pinpoint

Transcribe

Comprehend

Salesforce API integration

ServiceNow integration

Program management

Education

BE/B.Tech / M.Tech / MBA

Tools

Amazon Connect

Lex

Pinpoint

Transcribe

Comprehend

API integration

Salesforce integration

Job description

The Customer Sales and Service Consulting practice is aligned with 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, and customer satisfaction and impacting front-end business metrics in a positive manner.

Responsibilities:

• Lead a team responsible for designing, developing, and implementing contact center transformations on platform-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 and upskilling the 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, giving regular working demos to all stakeholders, and solution design and implementation activities.
• Provide best practices guidance and implement approaches 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, bringing in innovative solutions, etc.

Requirements:

• Must have skills: AWS contact center, Amazon Connect flows, AWS Lambda and Lex bots, Amazon Connect Contact Center Good to have skills in AWS Lambda and Lex bots, Pinpoint, Transcribe, and Comprehend.
• Experience: Minimum 8 years of experience is required.
• Educational Qualification: BE/B. Tech/M. Tech/MBA from a Tier 1 or Tier 2 institute.

Professional and 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 the 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, ServiceNow, and Bot platforms.
• Ability to understand customer challenges and requirements and ability to address these challenges/requirements in a differentiated manner.
• Ability to help the team to implement the solution and sell and deliver cloud contact center solutions to clients.
• Excellent communications skills.
• Strong program management / people management skills.
• Bachelor's degree in a related field or equivalent experience and Post-Graduation in Business management would be added value.
• Minimum 7 years of experience in delivering software as a service or platform as a service-related projects (preferably 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 services such as Amazon connect, Amazon Lex, Lambda, Pinpoint, Comprehend, and Transcribe.
• Experience in taking a lead role for building contact center applications that have been successfully delivered to customers.