GN - SONG - Service - Amazon Connect Consultant

The Strategy & Consulting Global Network Song Practice | Cloud

Join our team of Customer Sales & Service consultants who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change.

Practice:Customer Sales & Service Sales

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Areas of Work:Cloud AWS Cloud Contact Center Transformation, Analysis and Implementation

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Level:Analyst/ Consultant

| Location:Delhi, Mumbai, Bangalore, Gurgaon, Pune, Hyderabad and Chennai. |

Years of Exp:2-9 years

Explore an Exciting Career at Accenture

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest?

Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting's Customer, Sales & Service practice.

The Practice A Brief Sketch

The practice is aligned to the Global Network Song 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:

Work on creating business cases for journey to cloud, cloud strategy, cloud contact center vendor assessment activities

Work on creating Cloud transformation approach for contact center transformations

Work along with Solution Architects for architecting cloud contact center technology with AWS platform

Work on enabling cloud contact center technology platforms for global clients specifically on Amazon connect

Work on innovative assets, proof of concept, sales demos for AWS cloud contact center

Support AWS offering leads in responding to RFIs and RFPs

Bring your best skills forward to excel at the role:

Good understanding of contact center technology landscape.

An understanding of AWS Cloud platform and services with Solution architect skills.

Deep expertise on AWS contact center relevant services.

Sound experience in developing Amazon Connect flows and Lex bots

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

Ability to develop requirements based on leadership input

Ability to work effectively in a remote, virtual, global environment

Ability to take new challenges and to be a passionate learner

Qualifications

Your experience counts!

Bachelors degree in related field or equivalent experience

Minimum 2-9 years of experience in delivering software as a service or platform as a service projects related to cloud CC service providers such as Amazon Connect Contact Center cloud solution

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, Kinesis, Athena, Pinpoint, Comprehend, Transcribe

Working knowledge of one of the programming/scripting languages such as Node.js, Python, Java

Experience in setting up cloud instances, account / users with security profiles and designing applications

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