Job Title - Amazon Connect + Level 9 (Consultant) + Entity (S&C GN)
Management Level: 9-Team Lead/Consultant
Location: Delhi, Mumbai, Bangalore, Gurgaon, Pune, Hyderabad and Chennai
Must-have skills: AWS 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
Job Summary:
This role involves driving strategic initiatives, managing business transformations, and leveraging industry expertise to create value-driven solutions.
Roles & Responsibilities:
Provide strategic advisory services, conduct market research, and develop data-driven recommendations to enhance business performance.
The Practice – A Brief
SketchThe 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.
You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you will drive the following:
- 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.
Bring your best skills forward to excel at the
role:- 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
Your experience
counts!- 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
What’s in it for
you?- 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.
Additional Information:
- Opportunity to work on innovative projects.
- Career growth and leadership exposure.
About Our Company | Accenture
Experience: Minimum 5 year(s) of experience is required
Educational Qualification: Engineering Degree or MBA from a Tier 1 or Tier 2 institute
About Accenture
We work with one shared purpose: to deliver on the promise of technology and human ingenuity. Every day, more than 775,000 of us help our stakeholders continuously reinvent. Together, we drive positive change and deliver value to our clients, partners, shareholders, communities, and each other.We believe that delivering value requires innovation, and innovation thrives in an inclusive and diverse environment. We actively foster a workplace free from bias, where everyone feels a sense of belonging and is respected and empowered to do their best work.At Accenture, we see well-being holistically, supporting our people’s physical, mental, and financial health. We also provide opportunities to keep skills relevant through certifications, learning, and diverse work experiences. We’re proud to be consistently recognized as one of the World’s Best Workplaces™.Join Accenture to work at the heart of change.
Visit us atwww.accenture.com
Equal Employment Opportunity Statement
All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by federal, state, or local law.
Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.
Accenture is committed to providing veteran employment opportunities to our service men and women.
