Principal Consultant – Amazon Connect Architect

2 months ago

Kolkata, India Genpact Full time

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 Principal Consultant – Amazon Connect Architect

We are looking for experiencedcandidate in the field of Information and Technology with hands-on experience inAmazon Connect. In this role you will be requiredto 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

Strong expertise in integration technologies, including API management, message queues, and middleware.

Knowledge of best practices for securing APIs, including authentication, authorization, and encryption, to ensure the integrity and confidentiality of data during integration processes.

Proven experience as an architect designing and implementing Amazon Connect solutions.

In-depth knowledge of AWS services and cloud-based architectures.

Strong understanding with telephony systems, VoIP technologies, and call center operations.

Expert of contact center technologies, including IVR, routing strategies, and CRM integration.

Proven experience in designing and implementing conversational interfaces using Amazon Lex.

Strong understanding of natural language processing and AI technologies.

Proven Experience in designing and implementing Serverless Applications.

Should have the hands-on experience in building Chat Applications using Amazon Lex or Google Dialogue flow or other technology.

Proven experience in integrating different social media channels such as WhatsApp, Mesenger, X, etc. to chat application or any other contact center application.

Handson experience on designing and implementing applications which send outbound communications such as email, SMS, outbound voice calls, Push notifications, etc.

Excellent communication and interpersonal skills.

Ability to work independently and collaboratively in a fast-paced environment.

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 experienceContact Flow /IVR tree, Amazon Connect service quota optimization.

Experience using Customer Profile, Tasks, Wisdom and Contact Lens for business scenario.

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