I&P - GN - SONG - Service - Amazon Connect - Manager

Accenture; Bengaluru; On-site; INR 3,500,000 - 6,000,000; Full time

Job summary

Accenture Bengaluru seeks a seasoned professional to lead platform-led cloud contact center transformations. You will guide cross-functional teams, shape proposals, and collaborate with market units to align solutions with demand and scale objectives.

The role requires deep AWS and Amazon Connect expertise, strong APIs integration capabilities, and proven people and program management skills to drive large-scale SaaS/PaaS delivery.

Qualifications

• 8+ years of experience delivering large-scale transformation projects.
• Strong understanding of the contact center technology landscape and AWS Cloud services.
• 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 with differentiated solutions.
• Experience leading practice initiatives and delivering cloud contact center solutions.

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 to maintain a pipeline of opportunities.
• Identify market demand with market unit leads and scale requirements.
• Support practice growth through platform hiring, team development, and upskilling.
• Lead consultants and engage with client teams to conduct design sessions and deliver working demos.
• Provide best-practice guidance and define implementation approaches using benchmarks.
• Develop strategies and operating models after evaluating multiple options.
• Lead practice initiatives including reusable assets and market-trend analysis.

Skills

Techno-functional experience

Contact center technology

AWS Cloud services

Amazon Connect

API integration

Salesforce integration

Bot platforms

Program management

People management

Scale design

Tools

Amazon Connect

AWS Lambda

Amazon Lex

Pinpoint

Transcribe

Comprehend

Salesforce

ServiceNow

Job description

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.

Qualification

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 8 years of experience delivering Software as a Service or Platform as a Service projects, preferably across cloud and on-premise contact center platforms.