Lead Consultant – Amazon Connect Developer

Job Description

Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000+ people across 30+ countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. We dream in digital, dare, and reinvent the ways companies work to make an impact far bigger than just our bottom line. we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.
Inviting applications for the role of Lead Consultant - Amazon Connect Developer
We are looking for experienced candidate in the field of Information and Technology with hands-on experience in Amazon Connect. In this role you will be required to configure and maintain end to end contact centre using Amazon Connect and AWS services. Help design and develop features that are not off-the-shelf available with Amazon Connect and required by clients, like customized agent desktop, predictive, personalized experience. Configure host integrations for IVR and agent desktop.
Responsibilities
. Configure and maintain end to end contact centre using Amazon Connect and AWS services.
. Help design and develop features that are not off-the-shelf available with Amazon Connect and required by clients, like customized agent desktop, predictive, personalized experience.
. Configure host integrations for IVR and agent desktop.
. Keep up to date with the latest features launched for Amazon Connect and AWS CCI. Test the new features and keep them ready for demo.
. Help in creating a prototype for new features required with Amazon Connect for industry requirements.
. Build custom demos for industry and vertical requirements.
. Training and upskilling the support team.
. Review existing clients AWS account and guide optimization of contact centre and AWS billing.
. AWS solution architect/sys ops certification
. Mandatory Amazon Connect Migration experience with minimum of 3 migrations.
. Amazon Connect implementation experience of 3 implementations.
. Contact Flow /IVR tree, Amazon Connect service quota optimization.
. Experience using Customer Profile, Tasks, Wisdom and Contact Lens for business scenario.

Qualifications we seek in you
Minimum Qualifications
. BE/BTECH/MCA
. Must have proven record of service improvements and excellent customer relationship management.
Preferred Qualifications/ Skills
. Amazon Connect: Business and Technical accreditation.
. Amazon Connect Experience
. Mandatory Amazon Connect Migration and implementation experience
Contact Flow /IVR tree, Amazon Connect service quota optimization.
. Experience using Customer Profile, Tasks, Wisdom and Contact Lens for business scenario.
Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube.
Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a %27starter kit,%27 paying to apply, or purchasing equipment or training.

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