Project Role: Technology Architect

Project Role Description: Design and deliver technology architecture for a platform, product, or engagement. Define solutions to meet performance, capability, and scalability needs.

Must have skills: Contact Center Technology Implementation

Good to have skills: NA

Minimum 12 year(s) of experience is required

Educational Qualification: 15 years full time education

Summary:

Lead the design, development, and delivery of scalable Amazon Connect-based contact center solutions. Oversee technical execution, mentor development teams, and ensure alignment with business goals. Collaborate with cross-functional stakeholders to drive innovation, maintain compliance, and optimize customer experience through AWS services such as Lambda, Lex, and Contact Lens.
A seasoned technology leader with deep expertise in Amazon Connect and AWS ecosystem, responsible for driving contact center modernization initiatives. Proven ability to lead cross-functional teams, deliver enterprise-grade solutions, and enhance customer experience through scalable, secure, and intelligent cloud contact center platforms. Lead the end-to-end delivery of Amazon Connect-based contact center solutions. Oversee design, architecture, and implementation across AWS services such as Lambda, Lex, S3, and Contact Lens.

Roles & Responsibilities:

10–15 years with Minimum 10 year(s) of experience is required
Amazon Connect flows, AWS Lambda , Amazon Connect Contact Center
AWS Lambda and Lex bots, Amazon Connect

• Team Leadership: Drive end-to-end ownership of a team responsible for the design, development, and implementation of cloud-based contact center transformation initiatives, leveraging platform-led solutions across enterprise environments.
• Business Development: Lead and manage proposal responses to client RFPs and RFIs across multiple market units, ensuring a robust and continuous pipeline of strategic opportunities and transformation projects.
• Market Engagement: Collaborate with market unit leaders to identify emerging client demands, define talent requirements, and align capability development with business needs in terms of skill, scale, and specialization.
• Talent & Practice Growth: Build and expand the practice by actively participating in talent acquisition, while also nurturing, mentoring, and upskilling current team members to meet evolving technology and client demands.
• Project Delivery Excellence: Lead delivery of complex contact center transformation programs by engaging with clients and internal teams for solution design, requirement analysis, design workshops, backlog grooming, and delivering regular demos to stakeholders.
• 10 years minimum hands-on experience with Amazon Connect Contact Center
• Seasoned techno-functional professional with significant experience working on a large- scale business / operational transformation project
• Good understanding of contact center technology landscape.
• An understanding of AWS Cloud platform and services with Solution architect skills.
• Deep expertise on Amazon Connect product features and contact center related AWS services like Lex, Pinpoint, Transcribe, Comprehend etc.
• 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
• Strong program management / people management skills

Professional & Technical Skills:

1. AWS contact center, Amazon Connect flows, AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM policies, AWS Lex.
2. In-depth knowledge of contact center KPIs, call flows, IVRs, agent routing, queue logic, callback handling, and escalation processes.
3. Amazon Contact Lens, Amazon Bedrock or Kendra, CI/CD & IaC (Infrastructure as Code), DevOps

Additional Information:

• The candidate should have minimum 12 years of experience in Contact Center Technology Implementation.
• A 15 years full time education is required.

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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