Amazon Connect Functional Lead

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Accenture is looking for passionate and customerobsessedAWS cloud developers and AWS solutions architects to join our AWS Practice. You will help drive innovation, build differentiated solutions, and define new customer experiences for our customers (and customer’s, customers).You’llwork with smart people across our industry,specialist organizations, and technology groups to help our customers get the most out of AWS in their cloud journey.

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Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate,operate and deliver valueprovidesan unparalleled opportunity to grow and advance. Choose Accenture and make delivering innovativeworkpart of your extraordinary career.

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A skilled Amazon Connect Functional Specialist with deep expertise Amazon connect capabilities including designing and configuring customer, supervisor and agent experiences within cloud contact center environments. You have a strong understanding of contact center operations and excel at translating business requirements into Omni-Channel experiences including routing strategies, contact flows, NLU and conversational AI, that improve both customer and agent experiences.

You are passionate about optimizing customer interactions through intelligent routing, IVR design, self-service capabilities, and seamless integration with AWS services and enterprise applications. You work closely with business stakeholders, product owners, architects, and development teams to design, test, and continuously improve Amazon Connect solutions that drive operational efficiency and customer satisfaction.

• Design Amazon Connect routing solutions, contact flows, queue structures, skills-based routing, callbacks, transfers, and escalation paths.

• Design customer experience journeys DTMF, NLU and conversational AI capabilities

• Translate business requirements into efficient customer journeys across voice and digital channels.

• Design and provide integration support for Amazon connect profiles, cases, views and outbound campaigns

• Enable and support analytics solutions for contact center metrics and customer interactions to enable clients to improve solution effectiveness, channel experiences, self-service capabilities, and operational efficiency.

• Enable solutions for supporting work streams such as WFM, QM, reporting and analytics teams.

• Design Amazon Connect configurations including contact flows, hoop, routing and queues, skills.

• Design Contact Lens evaluation forms, rules and notifications, recording and speech analytics Support testing, deployment, and troubleshooting of configurations and enhancements.

• Collaborate with technical teams to integrate Amazon Connect with AWS services and enterprise applications, including CRM and back-end systems.

• Partner with business and operations teams to gather requirements, deliver solutions, , and recommend continuous improvements.

• Minimum of 3 years' hands-on functional experience with Amazon Connect Contact…