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Genpact

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3.9

based on 30k Reviews

Proud winner of ABECA 2024 - AmbitionBox Employee Choice Awards

Top Rated Mega Company - 2024

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2341 Genpact Jobs

Senior Principal Consultant - Amazon Connect Integration Architect

Headstrong (GENPACT)

3.9

based on 30k Reviews

8-12 years

Mumbai

1 vacancy

Senior Principal Consultant - Amazon Connect Integration Architect

Genpact

posted 1mon ago

Job Role Insights

Flexible timing

Key skills for the job

CRM PowerPoint IVR Testing Digital Media Cisco VoIP RFP

+ 2 more

Job Description

Inviting applications for the role of Senior Principal Consultant Amazon Connect Integration Architect

In this role, We are looking for experienced candidate in the field of Information and Technology with hands-on experience in Amazon Connect. In this role you will be required to configure and maintain end to end contact centre using Amazon Connect and AWS services. Help design and develop features that are not off-the-shelf available with Amazon Connect and required by clients, like customized agent desktop, predictive, personalized experience. Configure host integrations for IVR and agent desktop.

Responsibilities

Eligibility Criteria :

Experience in IT industry, with focus on Contact Center technologies

Experience in designing and implementing Amazon Connect solutions.

Should have performed at least 6 Amazon Connect migrations (high / medium complexity)

Strong understanding of Amazon Connect and AWS eco system constituting Cognitive CX.

Strong understanding with telephony systems and VoIP technologies

Expertise in design and implementation of Call back, IVR, routing strategies, CRM integration.

Expertise in designing and implementing conversational interfaces using Amazon Lex.

Expertise in integration methodologies, Eg: API based, message queues, and middleware.

Expertise in building Chat Applications using Amazon Connect Chat and Amazon Lex.

Experience in integrating social and other digital media channels with Amazon Connect chat.

Experience in implementing outbound campaigns, proactive notifications with Amazon Connect and other services like Pinpoint, SNS and SES.

Experience in creating custom Agent Desktop, Agent Assist solutions, Agent workspace

Experience in creating custom Amazon Connect reports and dashboards with QuickSight.

Experience in implementing use cases of Amazon Connect Contact Lens, Cases, Tasks, Optimization, Wisdom, Amazon Q in Connect, Voice ID, Connect Data lake etc

Know-how of Generative AI solutions using Amazon Connect is preferred.

Know-how of AWS CCI solutions is preferred.

Experience in DevOps is preferred.

Ability to work independently and collaboratively in a fast-paced environment.

Excellent communication and interpersonal skills.

Good at MS PowerPoint and Excel

Responsibilities :

Design and build features that are not off-the-shelf available with Amazon Connect and required by clients, like customized agent desktop, predictive, personalized experience.

Create Proof of Concept for new features released with Amazon Connect

Create prototypes / build demos for business scenarios using

Amazon Connect features such as Agent workspace, Cases, Tasks, Contact lens, Wisdom, Optimization, Amazon Q in Connect, Voice ID, Amazon Lex and services that are part of Cognitive CX for End to End workflows for industry and vertical requirements.

AWS CCI solutions and AWS services part of Cognitive CX.

Amazon Connect integrations with CRM / ticketing tools / 3rd party applications etc

Amazon Connect based automations / accelerators

Help presales teams in responding to RFP / RFQ / RFI, through Amazon Connect expert inputs related to Amazon Connect solution / design considerations, transformation solutions, architectures, usage pricing, implementation / support pricing, answering customer questionnaire, preparing questionnaires seeking clarity on customer expectations.

Keep updated on latest developments in CCaaS platforms with focus on Amazon Connect

Create Point of views around Amazon Connect and other CCaaS platforms such as Genesys etc

Qualifications we seek in you Minimum Qualifications / Skills

BE/BTECH/MCA

Must have proven record of service improvements and excellent customer relationship management.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn , X , YouTube , and Facebook .

Employment Type: Full Time, Permanent

Read full job description

Genpact Interview Questions & Tips

Prepare for Genpact Senior Principal Consultant roles with real interview advice

People are getting interviews at Genpact through

(based on 2.1k Genpact interviews)

Job Portal

Referral

Walkin

Company Website

Campus Placement

Recruitment Consultant

42%

13%

12%

16% candidates got the interview through other sources.

High Confidence

What people at Genpact are saying

3.1

Rating based on 51 Senior Principal Consultant reviews

Anonymous · Software Development in Pune

Likes

Nothing much just normal IT service provider

Dislikes

Bench Policy: if you are not getting project within 2 month you will be issued bench notice of 3 month and if unfortunately you are not able to find any project. You will be shown door.

Read 51 reviews

Senior Principal Consultant salary at Genpact

reported by 504 employees with 9-20 years exp.

₹18.9 L/yr - ₹48.4 L/yr

15% more than the average Senior Principal Consultant Salary in India

View more details

What Genpact employees are saying about work life

based on 30k employees

61%

84%

69%

58%

Flexible timing

Monday to Friday

No travel

Day Shift

View more insights

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Genpact Mumbai Office Locations

View all

Mumbai (2)

Mumbai Office

Pharmalink Office: Tower 2, 7th Floor, Raiaskaran Tech Park (Logitech Park) Velocity, Business Center, Andheri Kurla Road, Sakinaka Mumbai. Mumbai
400072

Mumbai Office

Mumbai - Axis Office: 3rd Floor, The Ruby 29, Senapati Bapat Marg, Dadar (West), Mumbai - 400 028, Maharastra, Mumbai
400028