#ACN I&P GN - SONG - Service - Amazon Connect - Manager

Job Description

Job Title

Amazon Connect + Manager + I&P GN

Management Level

Level 7 - Manager

Location

Delhi / Mumbai / Bangalore / Gurgaon / Pune / Hyderabad / Chennai

Must Have Skills

AWS Contact Center; Amazon Connect Contact Flows; AWS Lambda; Amazon Lex Bots; Amazon Connect

Good To Have Skills

Amazon Pinpoint; Amazon Transcribe; Amazon Comprehend; Salesforce Integration; ServiceNow Integration; API-based Integrations

Job Summary

As an Amazon Connect professional within the consulting practice, you will support transformation services across client marketing, sales, and service functions. You will help design and deliver cloud contact center solutions using Amazon Connect and connected AWS services, contribute to contact center strategy and operating models, engage with client and implementation teams, and support practice development and business growth.

Roles & Responsibilities

• Lead a team responsible for designing, developing, and implementing platform-led cloud contact center transformations.
• Lead and manage proposals in response to client requests and RFPs across market units to maintain a pipeline of opportunities and projects.
• Work with market unit leads to identify and understand market demand in terms of required skills and scale.
• Support practice and business growth through platform hiring, team development, nurturing, and upskilling.
• Lead contact center transformation consultants and engage with client and implementation teams to conduct design sessions, gather and refine requirements, deliver working demonstrations, and support solution design and implementation.
• Provide best-practice guidance and define implementation approaches using industry or process benchmarks.
• Develop innovative, fact-based, and achievable strategies and operating models after evaluating multiple strategic options.
• Lead practice initiatives including points of view, reusable contact center assets, industry research, market-trend analysis, and innovative solutions.

Professional & Technical Skills

• Seasoned techno-functional experience in large-scale business or operational transformation projects.
• Strong understanding of the contact center technology landscape and AWS Cloud services, with solution architecture skills.
• Deep expertise in Amazon Connect features and related AWS services including Amazon Lex, Lambda, Pinpoint, Transcribe, and Comprehend.
• Strong functional and technical understanding of APIs and integration patterns.
• Experience building API-based integrations with Salesforce, ServiceNow, and bot platforms.
• Ability to understand customer challenges and requirements and address them through differentiated solutions.
• Ability to support implementation, sales, and delivery of cloud contact center solutions.
• Excellent communication, program management, and people management skills.
• Hands-on experience designing, developing, and deploying contact center solutions at scale.
• Experience taking a lead role in building contact center applications successfully delivered to customers.
• Minimum 8 years of experience delivering Software as a Service or Platform as a Service projects, preferably across cloud and on-premise contact center platforms.

Additional Information

• Opportunity to work on transformative projects with key G2000 clients.
• Opportunity to co-create with strategy leaders, industry experts, enterprise function practitioners, and business intelligence professionals.
• Access to personalized learning that develops strategy, consulting, industry, and capability knowledge.
• Opportunity to collaborate across the organization in a culture committed to accelerating equality for all.

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