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

Accenture; Bengaluru; On-site; INR 1,500,000 - 3,200,000; Full time

Job summary

Accenture in Bengaluru is seeking a seasoned techno-functional leader to steer multi-disciplinary teams in designing, developing, and implementing platform-led cloud contact center transformations.

The role involves guiding proposals in response to client RFPs, aligning market demand with required skills, and mentoring teams to adopt best-practice architectures using AWS, Amazon Connect, and API integrations with Salesforce and ServiceNow. Strong leadership and communications are essential.

Qualifications

• Seasoned techno-functional experience in large-scale 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.

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.

Skills

Cloud contact center architecture

AWS Cloud services

Amazon Connect

APIs and integrations

Salesforce integration

Leadership

Program management

Tools

Salesforce

ServiceNow

Bot platforms

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

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