Project Role : Application Support Engineer
Project Role Description : Act as software detectives, provide a dynamic service identifying and solving issues within multiple components of critical business systems.
Must have skills : Amazon Connect
Good to have skills : NA
Minimum
12 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
1. Architecture & Solution Design
Architect end-to-end Amazon Connect solutions including IVR, voice, chat, messaging, and omnichannel flows.
Design and implement contact flows, routing profiles, queues, prompts, and dynamic call routing logic.
Define architectural standards aligned with AWS Well-Architected principles for scalability, performance, and resilience.
Build GenAI-enabled architectures using Amazon Bedrock, Lex, LLMs, and event-driven AWS services.
2. Implementation & Integration
Integrate Amazon Connect with AWS services such as Lambda, Lex, Polly, S3, DynamoDB, CloudWatch, Kinesis, SNS, SQS, API Gateway.
Integrate with enterprise systems including CRM (Salesforce, Dynamics, ServiceNow), ITSM platforms, analytics tools, and custom applications.
Build custom chat widgets, agent desktops, and real-time event-handling frameworks.
3. Security, Compliance & Governance
Implement IAM roles, KMS encryption, VPC networking, and security controls ensuring compliance with enterprise, PCI-DSS, and GDPR/UK-GDPR standards.
Apply change control, configuration management, and audit-ready processes for production environments.
4. Performance, Monitoring & Optimization
Configure CloudWatch dashboards, QuickSight reporting, and real-time KPIs for Contact Center performance.
Continuously optimize contact flows, call handling efficiency, agent experience, CSAT and NPS metrics.
Lead capacity planning, incident management, and continuous improvement initiatives.
5. Leadership & Stakeholder Collaboration
Work with business stakeholders to translate requirements into scalable technical solutions.
Lead cross-functional teams including DevOps, developers, product managers, and AI/ML teams.
Provide architectural oversight during migrations from legacy platforms to Amazon Connect.
Required Qualifications
10+ years of experience in cloud architecture or IT solution design, with extensive AWS exposure.
7+ years hands-on experience designing and implementing Amazon Connect solutions.
Expertise in AWS services: Lambda, API Gateway, DynamoDB, S3, CloudWatch, Lex, Kinesis, IAM, VPC.
Strong knowledge of contact center technologies, omnichannel flows, and conversational AI design.
Experience integrating with CRMs, ITSM platforms, or analytics tools.
Excellent communication, leadership, and problem-solving skills.
Preferred Qualifications
AWS Certified Solutions Architect (Associate/Professional) or equivalent certifications.
Experience with GenAI technologies, including Amazon Bedrock or open-source LLMs.
Experience implementing CI/CD pipelines for Amazon Connect using CloudFormation, Terraform, or CD
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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