Service - Amazon Connect - Manager

 About The Role  

Job Title - Amazon Connect + Level 7 ( Manager ) + Entity (S&C GN)

Management LevelLevel 7 - Manager

LocationDelhi, Mumbai, Bangalore , Gurgaon, Pune, Hyderabad and Chennai

Must have skillsAWS contact center, Amazon Connect flows, AWS Lambda and Lex bots, Amazon Connect Contact Center


Good to have skills AWS Lambda and Lex bots, Pinpoint, Transcribe, Comprehend

Experience Minimum 10 year(s) of experience is required


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



Job

Summary

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



Roles & Responsibilities

Lead a team responsible for designing, developing, and implementing contact center transformations on platforms 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, upskilling 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, give regular working demos to all stakeholders, solution design and implementation activities

Provide best practices guidance and implement approach 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, and bringing in innovative solutions, etc.

 Qualification 

Professional & 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 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, Service Now and Bot platforms

Ability to understand customer challenges and requirements, ability to address these challenges/requirements in a differentiated manner.

Ability to help the team to implement the solution, sell, deliver cloud contact center solutions to clients.

Excellent communications skills

Strong program management / people management skills

Bachelor's degree in related field or equivalent experience and Post-Graduation in Business management would be added value.

Minimum 8 years of experience in delivering software as a service or platform as a service projects related (pref. 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 service such as Amazon connect, Amazon Lex, Lambda, Pinpoint, Comprehend , Transcribe

Experience in taking a lead role for building contact center applications that have been successfully delivered to customers

Additional Information

An opportunity to work on transformative projects

with key G2000 clients

Potential to Co-create

with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.

Ability to embed responsible business into everything"”from how you service your clients to how you operate as a responsible professional.

Personalized training modules to develop your strategy & consulting acumen

to grow your skills, industry knowledge and capabilities

Opportunity to thrive in a culture

that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.



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