Project Role: Application Tech Support Practitioner

Project Role Description: Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.

Must have skills: Amazon Connect

Good to have skills: Amazon Web Services (AWS)Minimum 7.5 year(s) of experience is required

Educational Qualification: 15 years full time education

Job Summary:

We are seeking an experienced Assistant Manager – Contact Center Transformation (GenAI & Cloud CX) with 8+ years of experience in Contact Center technologies and strong hands-on expertise in Amazon Connect, GenAI-powered Chatbots, and AWS Cloud services.
The ideal candidate will play a key role in the design, development, and implementation of next-generation cloud contact center solutions, leveraging Amazon Bedrock, Large Language Models (LLMs), and conversational AI to drive intelligent customer engagement, agent assist, and automation use cases.
This role requires strong technical delivery and architecture skills, hands-on experience with Node.js/Python, DevOps/CI-CD, and the ability to collaborate with enterprise clients and cross-functional teams to deliver AI-driven customer experience transformation initiatives.

Key Responsibilities:

• Solution Design & Implementation

• Design and implement cloud-native contact center solutions using Amazon Connect and AWS services including Lex, Lambda, DynamoDB, S3, API Gateway, Pinpoint, Transcribe, Comprehend, Kinesis, and Contact Lens.

• Architect and integrate GenAI-based conversational solutions using Amazon Bedrock and foundation models (LLMs) for:

• Intelligent chat and voice bots

  • Agent Assist and real-time recommendations
  • Automated summarization, intent detection, and sentiment analysis

• Configure, customize, and optimize Amazon Connect voice and digital channels (chat, email, messaging) for enterprise-scale deployments.

• Design and build LLM-powered chatbot workflows integrating Amazon Lex with Bedrock for enhanced natural language understanding and response generation.

• Develop and support API-based integrations with CRM, ERP, Workforce Management, ticketing, and analytics platforms.

• Develop backend services, event-driven workflows, and automation using Node.js and Python to enhance CX and operational efficiency.

• DevOps, Security & Delivery

• Implement and manage CI/CD pipelines for contact center applications, GenAI services, and AWS infrastructure deployments.

• Apply DevOps best practices, including Infrastructure as Code (CloudFormation, Terraform, AWS CDK), automated testing, and blue-green deployments.

• Ensure secure and compliant GenAI implementations, including prompt management, data privacy, and access controls.

• Support release management, performance optimization, monitoring, and operational stability of deployed solutions.

• Gen

AI-Driven Customer Experience Transformation:

• Collaborate with senior stakeholders and clients to identify GenAI use cases such as self-service automation, agent productivity, call summarization, and real-time insights.

• Translate business requirements into scalable GenAI and LLM-based contact center solutions.

• Drive innovation by combining Amazon Connect, Bedrock, Contact Lens, and analytics services to improve customer satisfaction and operational KPIs.

• Provide technical leadership and hands-on support during migrations, upgrades, and AI adoption programs.

• Agile Project Delivery

• Work within Agile/Scrum delivery teams, actively participating in sprint planning, reviews, and retrospectives.

• Ensure timely delivery with high quality, security, and architectural compliance.

• Collaborate closely with solution architects, QA teams, data engineers, and business analysts.

• Required Skills & Experience

• 8+ years of experience in the Contact Center domain with strong focus on solution design and implementation.

• Strong hands-on experience with Amazon Connect and AWS services including Lex, Lambda, DynamoDB, S3, API Gateway, Transcribe, Comprehend, Kinesis, and Contact Lens.

• Practical experience designing or integrating GenAI solutions using Amazon Bedrock and LLMs for chatbots, voice bots, or agent assist use cases.

• Experience building conversational AI solutions using Amazon Lex combined with LLM-based backends.

• Proficiency in Node.js and Python for microservices, integrations, and AI orchestration.

• Strong understanding of DevOps and CI/CD pipelines (AWS Code Pipeline, Jenkins, GitLab CI/CD, etc.).

• Experience implementing Infrastructure as Code (IaC) using CloudFormation, Terraform, or AWS CDK.

• Solid understanding of REST APIs, event-driven architectures, and enterprise integrations.

• Experience working in Agile delivery environments with strong collaboration skills.

• Preferred Qualifications

• Bachelor s degree in Engineering, Computer Science, Information Technology, or related field.

• Experience with Amazon Bedrock model selection, prompt engineering, and GenAI governance concepts.

• Familiarity with real-time analytics, sentiment analysis, call summarization, and agent assist solutions.

• Exposure to monitoring and observability tools such as CloudWatch, CloudTrail, and X-Ray.

• Experience delivering Omnichannel CX solutions (voice, chat, messaging, email, social) on Amazon Connect.

• Prior experience delivering enterprise contact center or GenAI transformation programs in BFSI, Telecom, Healthcare, or Retail domains.

15 years full time education

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
Visit us at www.accenture.com

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