Roles & Responsibilities

- Lead a team responsible for designing, developing, and implementing platform-led cloud contact center transformations.
- Lead and manage proposals in response to client requests and RFPs across market units to maintain a pipeline of opportunities and projects.
- Work with market unit leads to identify and understand market demand in terms of required skills and scale.
- Support practice and business growth through platform hiring, team development, nurturing, and upskilling.
- Lead contact center transformation consultants and engage with client and implementation teams to conduct design sessions, gather and refine requirements, deliver working demonstrations, and support solution design and implementation.
- Provide best-practice guidance and define implementation approaches using industry or process benchmarks.
- Develop creative, fact-based, and achievable strategies and operating models after evaluating multiple strategic options.
- Lead practice initiatives including points of view, reusable contact center assets, industry research, market-trend analysis, and innovative solutions.

Professional & Technical Skills





- Seasoned techno-functional experience in large-scale business or operational transformation projects.
- Strong understanding of the contact center technology landscape and AWS Cloud services, with solution architecture skills.
- Deep expertise in Amazon Connect features and related AWS services including Amazon Lex, Lambda, Pinpoint, Transcribe, and Comprehend.
- Strong functional and technical understanding of APIs and integration patterns.
- Experience building API-based integrations with Salesforce, ServiceNow, and bot platforms.
- Ability to understand customer challenges and requirements and address them through differentiated solutions.
- Ability to support implementation, sales, and delivery of cloud contact center solutions.
- Excellent communication, program management, and people management skills.
- Hands-on experience designing, developing, and deploying contact center solutions at scale.
- Experience taking a lead role in building contact center applications successfully delivered to customers.
- Minimum 8 years of experience delivering Software as a Service or Platform as a Service projects, preferably across cloud and on-premise contact center platforms.

📌 I&P - GN - SONG - Service - Amazon Connect - Manager (Bengaluru)
🏢 Accenture
📍 Bengaluru