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: Amazon Connect

Good to have skills: AWS Architecture, AWS Lambda Administration, Tech Solution Architecture

Minimum 5 year(s) of experience is required

Educational Qualification: 15 years full time education

Summary:

We are seeking an experienced Contact Center Engineer with strong hands-on expertise in Amazon Connect and related AWS services. The ideal candidate will design, implement, and support cloud-based contact center solutions, ensuring high availability, scalability, and seamless customer experience.

Roles & Responsibilities:

• Design, configure, and maintain Amazon Connect contact center environments.
• Build and manage AWS Lambda functions (Node.js/Python) to support contact flows, automation, and integrations.
• Develop and optimize Amazon Lex-based conversational IVR systems and chatbots for self-service capabilities.
• Integrate Amazon API Gateway with Lambda and external systems to enable secure communication.
• Implement and manage AWS storage services (S3, DynamoDB) for call recordings, logs, and customer data.
• Configure IAM roles, policies, and permissions to enforce security best practices.
• Monitor and troubleshoot system performance issues using CloudWatch, CloudTrail, and related tools.
• Document architecture, processes, and operational runbooks for smooth handover and support

Professional & Technical Skills:

• Minimum 5 years of experience in IT/Cloud, with at least 3 years in contact center technologies.
• Strong expertise in Amazon Connect setup, call flows, and routing.
• Hands-on experience with AWS Lambda (Node.js) development.
• Practical knowledge of Amazon Lex for IVR/chatbot development.
• Proficiency with API Gateway integrations.
• Experience with S3 and DynamoDB for storage and database needs.
• Strong understanding of IAM roles, policies, and security principles.
• Familiarity with CloudWatch dashboards/alarms and CloudTrail auditing.
• Strong troubleshooting and problem-solving skills.
• Excellent communication and documentation abilities.

Additional Information:

• The candidate should have minimum 5 years of experience in Amazon Connect.
• This position is based at our Bengaluru office.
• 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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