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Senior Principal Consultant - Amazon Connect Integration Architect
8-12 years
Mumbai
1 vacancy
Senior Principal Consultant - Amazon Connect Integration Architect
Genpact
posted 2mon ago
Job Role Insights
Flexible timing
Key skills for the job
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.
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
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
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What people at Genpact are saying
Rating based on 52 Senior Principal Consultant
reviews
Anonymous · Engineering - Software & QA
in Pune
Likes
Nothing much just normal IT service provider
- Work satisfaction - Good+1 more
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.
- Job security - Bad
Senior Principal Consultant salary at Genpact
reported by
508
employees
with 9-20
years exp.
₹18.5
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 30.3k employees
Flexible timing
Monday to Friday
No travel
Day Shift
Genpact Benefits
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