49 Amazon Connect Jobs - Page 2

Role Overview: The L2 Engineers provide frontline support for incident resolution, ticket triage, call routing issues, IVR updates, and MACD (Move, Add, Change, Delete) tasks . Operating in a 24x7 environment , they ensure seamless service operations and user support. Key Responsibilities: Monitor and manage Amazon Connect environments for performance issues, alerts, and service degradations. Handle ticket triage, initial troubleshooting, and resolution of standard incidents . Manage IVR updates, call routing configurations, and number provisioning to optimize contact flows. Execute MACD tasks , including user provisioning, permission management, and skill group adjustments. Escalate complex issues to the NOC Lead (L3 Engineer) or Cloud & Security Engineer when necessary. Provide real-time support to resolve technical and operational challenges efficiently. Maintain and update knowledge base documentation, SOPs, and best practices . Collaborate with automation teams to streamline routine operational tasks. Required Skills & Qualifications: 13 years of experience in technical support, contact center operations, or IT service management . Understanding of Amazon Connect, call flows, IVR systems, and cloud telephony fundamentals . Familiarity with ITIL processes, ticketing tools (ServiceNow, Jira, Zendesk), and incident management workflows . Basic knowledge of VoIP, SIP protocols, and network troubleshooting . Ability to work rotational 24x7 shifts , ensuring uninterrupted service support. Strong communication and problem-solving skills. AWS or ITIL certifications are advantageous. Client Service: • Provide outstanding client service, responding promptly and professionally across communication channels. • Cultivate and maintain long-term client relationships, emphasizing exceptional service and understanding of client needs. Shift timing and working hours: • Night shifts /EST • Monday to Friday Fixed working days Benefits and compensation: Group Health insurance and other benefits. • The Best working culture and growth opportunities. • Learning opportunities in leading technologies • Compensation as per Market Standard

Role Overview: The L2 Engineers provide frontline support for incident resolution, ticket triage, call routing issues, IVR updates, and MACD (Move, Add, Change, Delete) tasks . Operating in a 24x7 environment , they ensure seamless service operations and user support. Key Responsibilities: Monitor and manage Amazon Connect environments for performance issues, alerts, and service degradations. Handle ticket triage, initial troubleshooting, and resolution of standard incidents . Manage IVR updates, call routing configurations, and number provisioning to optimize contact flows. Execute MACD tasks , including user provisioning, permission management, and skill group adjustments. Escalate complex issues to the NOC Lead (L3 Engineer) or Cloud & Security Engineer when necessary. Provide real-time support to resolve technical and operational challenges efficiently. Maintain and update knowledge base documentation, SOPs, and best practices . Collaborate with automation teams to streamline routine operational tasks. Required Skills & Qualifications: 13 years of experience in technical support, contact center operations, or IT service management . Understanding of Amazon Connect, call flows, IVR systems, and cloud telephony fundamentals . Familiarity with ITIL processes, ticketing tools (ServiceNow, Jira, Zendesk), and incident management workflows . Basic knowledge of VoIP, SIP protocols, and network troubleshooting . Ability to work rotational 24x7 shifts , ensuring uninterrupted service support. Strong communication and problem-solving skills. AWS or ITIL certifications are advantageous. Client Service: • Provide outstanding client service, responding promptly and professionally across communication channels. • Cultivate and maintain long-term client relationships, emphasizing exceptional service and understanding of client needs. Shift timing and working hours: • Night shifts /EST • Monday to Friday Fixed working days Benefits and compensation: Group Health insurance and other benefits. • The Best working culture and growth opportunities. • Learning opportunities in leading technologies • Compensation as per Market Standard

Position Overview: Results-driven Cloud & Solutions Architect with five years of deep technical expertise in architecting, implementing, and securing scalable, resilient cloud environments, primarily on Amazon Web Services (AWS). AWS certifications, including specialties in Security, Advanced Networking, DevOps and strategic mindset to designing high impact cloud solutions that align with business objectives. The candidate should be passionate for continuous learning, strong foundation in cloud security, governance, and a proven ability to lead transformation initiatives across customer engagement platforms, including Amazon Connect The candidate should have technical acumen with leadership to deliver secure, customer-centric, and innovative cloud-native solutions. Core competencies: Cloud Solution Design & Architecture: Expertise in designing end-to-end cloud solutions leveraging a wide array of AWS services such as EC2, S3, VPC, Lambda, IAM, and CloudFormation. Contact Centre Modernization: Proven experience in designing and deploying intelligent customer experience solutions using Amazon Connect. Security & Compliance: Architecting secure, compliant, and well-governed environments with specialization in AWS Security practices. Infrastructure as Code & DevOps: Skilled in automating cloud infrastructure using CloudFormation and enabling CI/CD pipelines for efficient delivery. Data & Analytics: Building scalable data pipelines and insightful dashboards using Amazon Quick Sight and related AWS analytics tools. Thought Leadership & Mentoring: Active contributor to the cloud community, passionate about mentoring, particularly supporting women in technology. Technical Toolkit: - Languages & Tools: Python, AWS CLI, CloudFormation, Terraform Cloud Services: Amazon Connect, EC2, S3, Lambda, RDS, IAM, VPC, SQS Architectural Models: Public Cloud, Hybrid Cloud, Serverless Computing Domains: Cloud Security, Cloud-native Application Development, Infrastructure Automation Leadership Strengths: Cross-functional collaboration, stakeholder engagement, solution evangelism, team mentoring

Position Overview: Results-driven Cloud & Solutions Architect with five years of deep technical expertise in architecting, implementing, and securing scalable, resilient cloud environments, primarily on Amazon Web Services (AWS). AWS certifications, including specialties in Security, Advanced Networking, DevOps and strategic mindset to designing high impact cloud solutions that align with business objectives. The candidate should be passionate for continuous learning, strong foundation in cloud security, governance, and a proven ability to lead transformation initiatives across customer engagement platforms, including Amazon Connect The candidate should have technical acumen with leadership to deliver secure, customer-centric, and innovative cloud-native solutions. Core competencies: Cloud Solution Design & Architecture: Expertise in designing end-to-end cloud solutions leveraging a wide array of AWS services such as EC2, S3, VPC, Lambda, IAM, and CloudFormation. Contact Centre Modernization: Proven experience in designing and deploying intelligent customer experience solutions using Amazon Connect. Security & Compliance: Architecting secure, compliant, and well-governed environments with specialization in AWS Security practices. Infrastructure as Code & DevOps: Skilled in automating cloud infrastructure using CloudFormation and enabling CI/CD pipelines for efficient delivery. Data & Analytics: Building scalable data pipelines and insightful dashboards using Amazon Quick Sight and related AWS analytics tools. Thought Leadership & Mentoring: Active contributor to the cloud community, passionate about mentoring, particularly supporting women in technology. Technical Toolkit: - Languages & Tools: Python, AWS CLI, CloudFormation, Terraform Cloud Services: Amazon Connect, EC2, S3, Lambda, RDS, IAM, VPC, SQS Architectural Models: Public Cloud, Hybrid Cloud, Serverless Computing Domains: Cloud Security, Cloud-native Application Development, Infrastructure Automation Leadership Strengths: Cross-functional collaboration, stakeholder engagement, solution evangelism, team mentoring

Position Overview: Results-driven Cloud & Solutions Architect with five years of deep technical expertise in architecting, implementing, and securing scalable, resilient cloud environments, primarily on Amazon Web Services (AWS). AWS certifications, including specialties in Security, Advanced Networking, DevOps and strategic mindset to designing high impact cloud solutions that align with business objectives. The candidate should be passionate for continuous learning, strong foundation in cloud security, governance, and a proven ability to lead transformation initiatives across customer engagement platforms, including Amazon Connect The candidate should have technical acumen with leadership to deliver secure, customer-centric, and innovative cloud-native solutions. Core competencies: Cloud Solution Design & Architecture: Expertise in designing end-to-end cloud solutions leveraging a wide array of AWS services such as EC2, S3, VPC, Lambda, IAM, and CloudFormation. Contact Centre Modernization: Proven experience in designing and deploying intelligent customer experience solutions using Amazon Connect. Security & Compliance: Architecting secure, compliant, and well-governed environments with specialization in AWS Security practices. Infrastructure as Code & DevOps: Skilled in automating cloud infrastructure using CloudFormation and enabling CI/CD pipelines for efficient delivery. Data & Analytics: Building scalable data pipelines and insightful dashboards using Amazon Quick Sight and related AWS analytics tools. Thought Leadership & Mentoring: Active contributor to the cloud community, passionate about mentoring, particularly supporting women in technology. Technical Toolkit: - Languages & Tools: Python, AWS CLI, CloudFormation, Terraform Cloud Services: Amazon Connect, EC2, S3, Lambda, RDS, IAM, VPC, SQS Architectural Models: Public Cloud, Hybrid Cloud, Serverless Computing Domains: Cloud Security, Cloud-native Application Development, Infrastructure Automation Leadership Strengths: Cross-functional collaboration, stakeholder engagement, solution evangelism, team mentoring

Job Summary We are seeking an experienced Amazon Connect Architect with 12 to 15 years of experience to design, develop and implement scalable and reliable cloud-based contact center solutions using Amazon Connect and AWS ecosystem services You will play a key role in translating business needs into technical solutions and lead implementation across clients or business units Key Responsibilities Architect and design contact center solutions using Amazon Connect and AWS services like Lambda Lex DynamoDB S3 and CloudWatch Lead the endtoend implementation and configuration of Amazon Connect Integrate Amazon Connect with CRMs, Salesforce, ServiceNow etc, ticketing systems, and third-party tools Define call flows IVR designs, routing profiles and queue configurations Implement Contact Lens realtime metrics and historical reporting Collaborate with cross-functional teams, developers, business analysts project managers Create technical documentation diagrams and handoff materials Stay updated on AWS best practices and new Amazon Connect features Provide technical leadership and mentorship to development support teams Required Skills Proven experience designing and deploying Amazon Connect solutions Strong hands-on knowledge of AWS Lambda, IAM, S3, DynamoDB, Kinesis, and CloudFormation Experience with Amazon Lex and AIML for voice bots Proficiency in programming scripting JavaScript, Node.js Familiarity with CRM integrations especially Salesforce Service Cloud Voice Understanding of telephony concepts SIP DID ACD IVR CTI Experience with CICD pipelines and version control Git Strong documentation and communication skills Preferred Skills AWS Certified Solutions Architect or Amazon Connect accreditation

LOCATION: PAN INDIA Experience: 8+ years Support Model: 24x7 rotational Role Overview: Handle service delivery and ensure performance across all Amazon Connect support areas. Oversee overall support operations, enhancements, and system updates. Act as primary escalation point for incidents. Manage SLAs and ensure service standards are met. Identify process gaps and implement improvements. Lead and mentor Junior engineers. Maintain relationships with internal and external stakeholders. Skills Required: Deep hands-on experience with Amazon Connect Strong knowledge of AWS Lambda, DynamoDB, S3 In-depth understanding of contact flows, queues, routing profile, quick connect, telephony config, and call routing Strong troubleshooting skills in WebRTC and voice issues Experience with CloudWatch, Connect Metrics, CI/CD pipelines Experience integrating with Salesforce. (Service Cloud Voice) Good documentation and process improvement capability Strong leadership and communication skills

LOCATION: PAN INDIA Experience: 3-5 years Support Model: 24x7 rotational Role Overview: Provide support on Amazon Connect-related incidents and user issues. Handle basic troubleshooting of voice, call routing, and UI-based configurations. Support change announcements and basic deployment activities. Coordinate with L2/L3 engineers for escalation. Maintain documentation and update knowledge base. Skills Required: Hands-on experience with Amazon Connect (basic flows, routing, and settings) Exposure to AWS Lambda, S3, DynamoDB Basic understanding of WebRTC and voice troubleshooting Familiar with CloudWatch, Connect Metrics Willingness to learn Salesforce integration. (Service Cloud Voice) Strong willingness to work in support model and take ownership Experience: 5-8 years Support Model: 24x7 rotational Role Overview: Provide L2 level support for Amazon Connect and associated AWS services. Address incidents and troubleshoot system or telephony-related issues. Support service delivery and ensure announced changes are implemented. Maintain SLAs and escalate where required. Contribute to documentation and improvement plans. Support deployment through CI/CD pipeline. Skills Required: Strong hands-on experience with Amazon Connect Working knowledge of Lambda, DynamoDB, S3 Good understanding of call flows, routing, and WebRTC troubleshooting Familiarity with CloudWatch, Connect Metrics, CI/CD Exposure to Salesforce integration helpful. (Service Cloud Voice) Ability to work independently with issue resolution Good communication and support handling

** Urgent Hiring for the Role of Quality Assurance Specialist - Contact Center Call Flow Automation for our Team** Role: Quality Assurance Specialist - Contact Center Call Flow Automation Duration: Contract Location: Remote Work timing: US EST Hours Job Summary: Seeking a technically skilled Quality Assurance Specialist to join our team and lead the implementation of automated testing solutions for contact center call flows. This role combines quality assurance expertise with technical automation skills to ensure our customer interactions meet the highest standards of quality and reliability. The ideal candidate will design, develop, and maintain automated testing frameworks that validate call routing, IVR systems, agent workflows, and overall customer experience across multiple communication channels. Key Responsibilities Automation Development & Implementation Design and implement comprehensive automated testing frameworks for contact center call flows, including inbound, outbound, and Omni channel interactions Develop automated test scripts for IVR (Interactive Voice Response) systems, call routing logic, and queue management Create automated validation processes for agent desktop applications, CRM integrations, and workflow systems Build and maintain test automation infrastructure using industry-standard tools and frameworks Implement continuous integration/continuous deployment (CI/CD) pipelines for automated testing Quality Assurance & Testing Establish testing protocols and quality standards for all contact center technologies and processes Perform end-to-end testing of call flows, including scenario-based testing for various customer types and situations Conduct regression testing to ensure system updates don't negatively impact existing functionality Monitor and analyze call quality metrics, system performance, and customer experience indicators Technical Analysis & Reporting Analyze test results and provide detailed reports on system performance, defects, and improvement opportunities Collaborate with development teams to identify, document, and track defects through resolution Create and maintain comprehensive test documentation, including test cases, procedures, and automation scripts Develop dashboards and metrics to track quality trends and system reliability Provide technical recommendations for system improvements and optimization Cross-functional Collaboration Work closely with contact center operations, IT, and vendor teams to ensure seamless integration of testing processes Partner with business stakeholders to understand requirements and translate them into testable scenarios Provide training and support to operations teams on quality processes and testing tools Participate in implementations, and change management initiatives Required Qualifications Technical Skills Bachelor's degree in Computer Science, Information Technology, Engineering, or related technical field 3+ years of experience in quality assurance and test automation Proficiency in test automation tools and frameworks (Cyara, Hammer, Quicketest, Selenium, or similar) Experience with contact center technologies (ACD, IVR, CTI, workforce management systems) Strong programming skills in languages such as Python, Java, C#, or JavaScript Knowledge of API testing tools and methodologies (REST, SOAP, Postman, SoapUI) Familiarity with CI/CD tools (Jenkins, Azure DevOps, GitLab CI) Contact Center Knowledge Experience with cloud-based contact center platforms (Amazon Connect, Genesys Cloud, Five9, etc.) Knowledge of call center metrics and KPIs (ASA, FCR, AHT, SLA) Familiarity with omnichannel customer experience platforms Understanding of compliance requirements (PCI DSS, HIPAA, SOX) as applicable to contact centers Analytical & Communication Skills Strong analytical and problem-solving abilities with attention to detail Excellent written and verbal communication skills Ability to work independently and manage multiple projects simultaneously Experience with agile development methodologies and project management tools Preferred Qualifications Professional certifications in quality assurance (ISTQB, CSTE) or contact center technologies Experience with performance testing tools (LoadRunner, JMeter, BlazeMeter) Knowledge of machine learning applications in quality assurance Familiarity with speech analytics and voice biometrics technologies Experience with cloud platforms (AWS, Azure, Google Cloud) Background in telecommunications or customer service operations. Note: Interested candidates can drop their resumes at aagnihotri@fcsltd.com

Job Summary: We are looking for a skilled AI/ML Developer to join our team, responsible for integrating Amazon Connect with Amazon Lex and Salesforce . The ideal candidate will leverage Amazon Lex to understand and respond to customer queries (such as booking a rental showing), call Salesforce for data processing, and integrate the response back into the customer conversation seamlessly within Amazon Connect. This is a key role for automating and enhancing customer interactions using AI-driven technologies and cloud services. Key Responsibilities: Integration Development & Solution Design: Design and develop intelligent customer service workflows using Amazon Connect and Amazon Lex to handle customer requests, such as booking rental showings, by processing customer inputs (e.g., voice commands) and querying Salesforce for information. Build and maintain Amazon Connect Contact Flows that integrate seamlessly with Amazon Lex to automate customer interactions, such as understanding requests and responding in a human-like manner. Integrate Salesforce with Amazon Lex via AWS Lambda to retrieve relevant data, such as availability for rental showings or property details, and pass that information back to Amazon Lex for dynamic responses. Bot Development and AI Model Management: Leverage Amazon Lex to design and implement conversational AI models that can handle complex interactions, including NLP (Natural Language Processing) to understand customer intent. Ensure the Lex bot can query Salesforce for available data, using Lambda functions for API calls to Salesforce . Implement and optimize AI models to respond to customers in a human-like manner , ensuring natural conversation flow from the bot. AWS Lambda & Salesforce Integration: Develop AWS Lambda functions to facilitate communication between Amazon Lex and Salesforce , ensuring seamless data flow. For example, when a customer asks for details, Lex will query Salesforce for available data and then provide a confirmation to the user. Ensure that Lambda functions are designed to handle real-time API requests to Salesforce, extract relevant data , and return that data to Amazon Lex for appropriate responses. Qualifications: Bachelor's or Master's degree in Computer Science, Artificial Intelligence, Data Science, or a related field. Minimum of 5+ years of experience in AI/ML development with a strong focus on AWS technologies, especially Amazon Connect, Lambda, and Bedrock. Hands-on experience with AWS services like Amazon Lex, Amazon Polly, Amazon Transcribe, Amazon Rekognition, and Amazon SageMaker. Proven experience working with Amazon Bedrock for deploying machine learning models at scale. Strong knowledge of serverless architecture and AWS Lambda to process real-time events and data streams. Experience with NLP (Natural Language Processing) and speech-to-text technologies. Familiarity with AI/ML frameworks such as TensorFlow, PyTorch, or Scikit-learn. Knowledge of data pipelines, ETL processes, and data integration techniques for AI/ML applications. Strong experience with REST APIs, AWS SDKs, and integrating third-party services into the AWS ecosystem. Understanding of Amazon Connect architecture and contact flow customization. Proficiency in Python, JavaScript, or Node.js for implementing AI/ML models and Lambda functions. Preferred Skills: AWS Certified Cloud Practitioner (Mandatory) AWS Certified Developer Associate (Mandatory) AWS Certified Machine Learning - Specialty or similar AWS certifications (Good to have) AWS Certified Solutions Architect Associate (Good to have) Experience with AWS Glue, AWS Sagemaker, and Amazon Kendra for advanced AI/ML integrations. Experience with Chatbot development and Voice AI systems using Amazon Lex and Amazon polly. Strong problem-solving skills, with the ability to troubleshoot and optimize complex systems. Excellent communication and team collaboration skills, with the ability to present complex technical information clearly.

Key Responsibilities: The Service Desk Solution Manager works with a team of Solution Managers and Solution Architects in the Solution Management organization within our Digital Workplace Solutions business unit. As such, this role is responsible to create durable and commercially viable solutions using innovative technology, process improvements, and reseller partner opportunities that will enable Unisys to both expand its Service Desk business and improve the efficiency of those services. The Service Desk Solution Architect will contribute to the ideation, technology architecture, collateral development, creation of Service Descriptions, delivery partner engagement, go to market strategy, preparation of cost and price models, sales enablement, pipeline curation, and continuous improvement of Unisys Service Desk offerings. This role creates artifacts that are used by stakeholders within other Unisys organizations to market, sell, solution, price, and deliver Service Desk services. This can include: marketing messaging, whitepapers, sales battlecards, client-facing documentation, sales training, demo capabilities, service descriptions, solutioning guides, costing guides, cost models, RACIs, and Statements of Work. This role: Participate in all elements of the Portfolio Lifecycle Management process, Evaluate business requirements to come up with the technical solution to solve business problems, Design end-to-end technology solutions for contact centers and remote support platforms, including omnichannel cloud contact center and AI-driven support tools, Define integration strategies between service desk support systems such as ITSM, CRM, ticketing systems, workforce management, and analytics platforms, Ensure solutions align with enterprise architecture standards, security policies, and compliance requirements, Develop high level design, low level design, data flow diagrams, support models, user manuals, API documentation, guides, KBs, product manuals, etc., Evaluate emerging technologies (e.g., CCaaS, UCaaS, AI/ML, RPA) for applicability to contact center use cases, Develop proof-of-concepts (PoCs) and prototypes to validate architectural decisions and demonstrate feasibility, Define and oversee solution testing strategies, including functional, performance, and failover testing, Coordinate and oversee pilot deployments to validate solutions meet their goals. Work closely with developers, infrastructure teams, and delivery operations to ensure successful solution hand off into production, Work with technical teams to put together technical reference architectures and demos, Collaborate with vendors and internal stakeholders to assess and select appropriate platforms and tools, Identify potential security risks in the solutions proposed and develop road-map to mitigate them, Consider how Service Desk evolution aligns with the overall DWS strategy and partner ecosystem, Contribute to strategic solution business planning, service excellence improvement, and innovation, whilst ensuring governance maturity, Assist in the research, ideation, and creation of vision, strategy, and roadmap for the offering, collecting input from external analysts, delivery partners, sales, and existing Unisys clients, Analyze feasibility to augment existing Service Desk services by leveraging automation and AI in order to improve efficiency, Assist with managing solution and roadmap plan schedules to meet launch commitments, Work with delivery to determine licensing, transition, and labor costs for the purposes of developing a repeatable cost model and associated statement of work, May present Service Desk technical capabilities and architecture to key clients. You will be successful in this role if you have: Skills and Qualifications: University degree and/or 5-10 years of related experience with the delivery of IT support services and solution architecture. 5+ years of contact center and remote support technologies design, operations, development, implementation, and support. Strong knowledge of platforms such as Genesys, NICE, Five9, Amazon Connect, or similar. Strong knowledge of ITSM platforms such as Service Now, BMC Helix, or similar. Experience and in-depth understanding of service desk operations. Experience with AI/ML in customer support (e.g., chatbots, sentiment analysis) preferred. Experience with cloud platforms (AWS, Azure, GCP) and microservices architecture Understands and knows how to implement ITIL processes such as Portfolio Management and Service-level management. Well versed in the practical delivery of Incident Management, Problem Management, Service Management, Asset Management, Major Incident Management, Knowledge Management, and Request Management. Familiar with proactive incident detection and resolution. Familiar with the development and usage of SLAs, KPIs, and XLAs. Ability to think outside the box Takes the initiative in connecting and collaborating with individuals across the globe and in various time zones. Highly motivated, working effectively remotely without constant oversight. Initiative-taking, consultative and an excellent problem solver. Able to explain complex topics simply. Open-minded, hands-on mentality, curious, hands-on, and pragmatic character. Able to evaluate tradeoffs between build vs. buy options, taking into consideration multiple use case scenarios while planning innovations and considering the future. Understanding of deal financials with a basic understanding of accounting principles. Ability to gain buy-in and cooperation from a wide range of stakeholders without direct authority. Comfortable working in innovative technology and in a fast-paced environment. Willing to be client facing with strong communication skills.

DETAILED JOB DESCRIPTION Organization: Alaric Ventures Location: Bestech Towers -Mohali( Punjab) Position: AWS Cloud Engineer Experience: Minimum 5 years of experience Why to Join ALARIC VENTURES Known as career builders and paymasters. Best and unbeatable benefits for the employees. Effective career and financial progression system. Most organic and friendly work environment. Plethora of success and growth stories. Position Overview: Results-driven Cloud & Solutions Architect with five years of deep technical expertise in architecting, implementing, and securing scalable, resilient cloud environments, primarily on Amazon Web Services (AWS). AWS certifications, including specialties in Security, Advanced Networking, DevOps and strategic mindset to designing high impact cloud solutions that align with business objectives. The candidate should be passionate for continuous learning, strong foundation in cloud security, governance, and a proven ability to lead transformation initiatives across customer engagement platforms, including Amazon Connect The candidate should have technical acumen with leadership to deliver secure, customer-centric, and innovative cloud-native solutions. Core competencies: Cloud Solution Design & Architecture : Expertise in designing end-to-end cloud solutions leveraging a wide array of AWS services such as EC2, S3, VPC, Lambda, IAM, and CloudFormation. Contact Centre Modernization: Proven experience in designing and deploying intelligent customer experience solutions using Amazon Connect. Security & Compliance: Architecting secure, compliant, and well-governed environments with specialization in AWS Security practices. Infrastructure as Code & DevOps: Skilled in automating cloud infrastructure using CloudFormation and enabling CI/CD pipelines for efficient delivery. Data & Analytics: Building scalable data pipelines and insightful dashboards using Amazon QuickSight and related AWS analytics tools. Thought Leadership & Mentoring: Active contributor to the cloud community; passionate about mentoring, particularly supporting women in technology.

Job Title: Amazon Connect Development Expert Location: Hyderabad (On-site/Hybrid as applicable) Notice : Immediate to 15 days Job Summary: We are looking for an experienced Amazon Connect Development Expert to design and implement cloud-native contact center solutions using AWS services. This role demands strong expertise in Amazon Connect, Lex, Lambda, and generative AI services like Amazon Q or Bedrock. If youre passionate about building intelligent, scalable, and secure contact center solutions, this is the perfect opportunity to leverage your skills. Key Responsibilities: Architect, develop, and deploy cloud-based contact center solutions using Amazon Connect . Integrate Amazon Lex to create intelligent IVR and conversational flows. Build and manage backend logic using AWS Lambda (Node.js, Python, etc.) for real-time processing. Enhance customer interactions by integrating Amazon Q / Bedrock for generative AI capabilities. Collaborate with cross-functional teams to gather requirements and deliver end-to-end solutions. Ensure scalability, security, and availability using AWS best practices. Monitor, troubleshoot, and optimize solutions with Amazon CloudWatch and other tools. Mandatory Skills: Amazon Connect: Deep expertise in contact flow design, routing profiles, and integrations. Amazon Lex: Hands-on experience building voice and chat bots. AWS Lambda: Proficiency in writing serverless functions ( Node.js, Python ). Amazon Q / Bedrock: Experience in integrating generative AI into customer support workflows. Strong programming skills in Node.js or Python . Good to Have Skills: Amazon DynamoDB: NoSQL data modeling and querying. Amazon S3: Data storage and management for call recordings/logs. Amazon CloudWatch: Monitoring, logging, and alert setup. AWS Secrets Manager: Secure access management. Amazon Kinesis: Real-time streaming and analytics. Amazon EventBridge: Event-driven architecture and integrations. Amazon API Gateway: API development and security. Qualifications: Bachelor’s degree in Computer Science , Engineering, or a related field (or equivalent experience). Minimum of 3 years hands-on experience with Amazon Connect and related AWS services. AWS Certifications (e.g., AWS Certified Developer, Solutions Architect) are a plus. Preferred Traits: Strong analytical and problem-solving abilities. Excellent communication and documentation skills. Comfortable working in Agile/Scrum environments

Requirement : - 3-4 years hands-on experience on AWS, ideally SaaS in the cloud - 1-2 years of experience in working with AWS Connect, Lex Bots. - Experience developing solutions with code/scripting language must have Python experience (e.g, python, Node.js) - Experience in building, troubleshooting contact centre solutions and getting hands on. - Experience in creating and configuring AWS resources like VPC, API Gateway, CloudWatch, Athena, Glue, Cloud-Formation, EC2, Lambda, Connect, SNS, etc. - Designing highly available applications with responsibility for infrastructure robustness, including networking, communications, EC2 and storage - Application, server, and/or network security - Working knowledge of popular communications protocols and APIs such as WebRTC and SIP - Experience in working with creating Contact workflows, Routing Profile, Voice & Chat management and Callback Queue management - Good in trouble shooting, debugging and problem solving of AWS environment. - Being experience on Git source controller, and Git workflows. - Good to have knowledge on CRM integration. Skill Sets : - Being able to configure and work with Source control (like Git, bitbucket and so forth) - Have basic knowledge on Scrum and Agile and know the values of continues deployment and delivery. - Being strong in team work and willing to help teammates. - Willing to deep dive on issues in hand and come up with solutions. - Looking for continues improvement and willing to learn and try new technologies. - Being accountable and responsible and hold his/her peers accountable. - Able to read and reverse engineer existing/legacy code in timely manner. - Being able to break down complex task to smaller one.

Amazon Connect Tech Lead with 6 -8 years experience. Experience with Amazon Connect (Contact flows, queues, routing profile, agent hierarchies) Integration experience with Salesforce (Service Cloud Voice) Hands-on with AWS services AWS Lambda (for backend logic) Programming language Java or Python Amazon Lex (Voice/chat bots) CloudWatch IAM Proficiency in programming scripting Java Script, Nodejs Familiarity with CICD pipelines DevOps and infrastructure as code Terraform CloudFormation Solid experience in REST APIs and integration frameworks. Experience working in Agile Scrum environments Experience in Automating deployments of contact center setup using CI/CD pipelines or Terraform

- Overall 5+ years of experience in WFM - 2 years of experience of leading Reporting team - Ability to demonstrate and articulate understanding of key workforce management concepts - Proficient with phone system reporting and scheduling tools (Verint, Nice, IEX, Cisco) as well as Microsoft Office (Excel, VBA, Macros) - Excellent quantitative, Problem solving & analytical skills - Strong attention to detail - Critical thinking - Experience in Power BI , Amazon Connect, Kibana, Teleopti - (Preferred) exposure to ETL, databases / data warehouse that relates to developing reports using Power BI - Experience using Google Sheets.

- Will mainly work on developing dashboards and reports for the Workforce Management - Will work closely with internal and external stakeholders (Operations, Support groups, Clients Reporting Team, etc.) to make sure that correct and updated information on all dashboards and reports is available to the business at all times. - Ability to work with large amounts of information and see the bigger picture - Excellent analytical and problem solving skills - Strong attention to detail - Critical thinking - Experience in Power BI , Amazon Connect, Kibana, Teleopti - (Preferred) exposure to ETL, databases / data warehouse that relates to developing reports using Power BI - Experience using Google Sheets.

- Will mainly work on developing dashboards and reports for the Workforce Management - Will work closely with internal and external stakeholders (Operations, Support groups, Clients Reporting Team, etc.) to make sure that correct and updated information on all dashboards and reports is available to the business at all times. - Ability to work with large amounts of information and see the bigger picture - Excellent analytical and problem solving skills - Strong attention to detail - Critical thinking - Experience in Power BI , Amazon Connect, Kibana, Teleopti - (Preferred) exposure to ETL, databases / data warehouse that relates to developing reports using Power BI - Experience using Google Sheets.

Position Overview: Results-driven Cloud & Solutions Architect with five years of deep technical expertise in architecting, implementing, and securing scalable, resilient cloud environments, primarily on Amazon Web Services (AWS). AWS certifications, including specialties in Security, Advanced Networking, DevOps and strategic mindset to designing high impact cloud solutions that align with business objectives. The candidate should be passionate for continuous learning, strong foundation in cloud security, governance, and a proven ability to lead transformation initiatives across customer engagement platforms, including Amazon Connect The candidate should have technical acumen with leadership to deliver secure, customer-centric, and innovative cloud-native solutions. Core competencies: Cloud Solution Design & Architecture: Expertise in designing end-to-end cloud solutions leveraging a wide array of AWS services such as EC2, S3, VPC, Lambda, IAM, and CloudFormation. Contact Centre Modernization: Proven experience in designing and deploying intelligent customer experience solutions using Amazon Connect. Security & Compliance: Architecting secure, compliant, and well-governed environments with specialization in AWS Security practices. Infrastructure as Code & DevOps: Skilled in automating cloud infrastructure using CloudFormation and enabling CI/CD pipelines for efficient delivery. Data & Analytics: Building scalable data pipelines and insightful dashboards using Amazon Quick Sight and related AWS analytics tools. Thought Leadership & Mentoring: Active contributor to the cloud community, passionate about mentoring, particularly supporting women in technology. Technical Toolkit: - Languages & Tools: Python, AWS CLI, CloudFormation, Terraform Cloud Services: Amazon Connect, EC2, S3, Lambda, RDS, IAM, VPC, SQS Architectural Models: Public Cloud, Hybrid Cloud, Serverless Computing Domains: Cloud Security, Cloud-native Application Development, Infrastructure Automation Leadership Strengths: Cross-functional collaboration, stakeholder engagement, solution evangelism, team mentoring

The Customer, Sales & Service Practice Join our team of Customer Sales & Service consultants who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change. Practice: Customer Sales & Service I Areas of Work: Marketing, Sales & Service Level: Analyst, Consultant, Manager, Senior Manager | Location: Delhi, Gurgaon, Mumbai, Bangalore, Chennai, Pune, Hyderabad | Years of Exp: Non Exec:2-6 Years (Analyst and Consultant) Exec:8+ Years (Manager and Senior Manager) Explore an Exciting Career at Accenture Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest? Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consultings Customer, Sales & Service practice. The Practice- A Brief Sketch The practice is aligned to the Capability Network Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will provide transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner. You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of the team, you will drive the following Manage customer journeys across the lifecycle: Leverage the comprehensive suite of analytics, consulting and technology solutions that Accenture offers to create relevant customer experiences across the customer lifecycle, drive business performance, identify cost optimization opportunities through people, process or technology interventions. Manage solution design & execution: Lead process and technology assessment, KPI and definition, solution and vendor assessment for different technologies Monitor trends and analyze data to optimize solutions: Identify continuous process improvement opportunities Develop business case for designed strategies Bring your best skills forward to excel at the role: Ability to conduct research to unearth facts and generate actionable insights/ ability to translate findings into actionable insights Bring your strong analytical skills to analyze large volumes of data and combine them with macroeconomic factors and competitive benchmarking to cull out insights relevant to stakeholder teams Gather business requirements, design process & solution implementation: Collaborate with various client and Accenture business and technology stakeholders in implementing solutions and assisting in change management and adoption of the new tool/process Communication and Presentation Skills to share the perfect pitch with key stakeholders Client handling skills to develop, manage and deepen relationships with key stakeholders Read about us. Qualifications Your experience counts! Master of Business Administration / Post Graduate Diploma in Management 2-6 years of relevant experience in managing full spectrum of sales, marketing & service programs execution, from strategy definition to technical delivery, with deep functional, industry and client facing experience Language Requirement JLPT N3 qualified or better Will be able to hold business conversations with Japanese leadership and clients Will be able to generate deliverables in Japanese Exposure to analytical and data visualization tools Hands on experience with at least one of the front-office or back-office market leading platform tools such as Salesforce, Adobe campaign, Marketo, Adobe Experience Cloud, Genesys, Amazon Connect, Microsoft Dynamics etc. Working with middle to senior management levels within existing organization / client organizations

The Strategy & Consulting Global Network Song Practice | Cloud Job Title - Amazon Connect + Level 6 (Senior Manager) + Entity (S&C GN) Management Level: Level 6 - Senior Manager Location: Delhi, Mumbai, Bangalore, Gurgaon, Pune, Hyderabad and Chennai Must have skills: AWS contact center, Amazon Connect flows, AWS Lambda and Lex bots, Amazon Connect Contact Center, Contact Center Transformation Good to have skills: AWS Lambda and Lex bots, Amazon Connect, Customer Experience Experience: Minimum 12 year(s) of experience is required Educational Qualification: MBA from a Tier 1 or Tier 2 institute Join our team of SONG who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change. Practice: Global Network SONG I Areas of Work: Cloud AWS Cloud Contact Center Transformation, Analysis and Implementation | Level: Senior Manager | Location: Delhi, Mumbai, Bangalore, Gurgaon, Pune, Hyderabad and Chennai | Education Qualification (Mandatory ):Post Graduation in Business Management | Years of Exp: 12+ years Explore an Exciting Career at Accenture Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest? Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting's Customer, Sales & Service practice. The Practice A Brief Sketch The practice is aligned to the Global Network Song Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will work on transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner. You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance. As part of these, you will drive the following: Lead a team responsible for designing, developing, and implementing contact center transformations on platforms led solutions across cloud contact center transformations. Ideate and execute on compelling design workshops for cloud contact center transformations Ability to stay up-to market new technologies, perform research and provide strategic, goal-driven solutions for clients Provide useful contributions to team meetings and conversations, actively participating in client meetings and workshops- Ability to create hypothesis based on understanding of clients' issues Advise clients on industry best practices (when appropriate) Lead a team of contact center transformation consultants and engage with the client and implementation team:for conducting design sessions, requirement gathering and grooming, give regular working demos to all stakeholders, solution design and implementation activities Work on creating business cases for journey to cloud, cloud strategy, cloud contact center vendor assessment activities Work on creating Cloud transformation approach for contact center transformations Work on innovative assets, proof of concept, sales demos for Amazon Connect cloud contact center Support in responding to RFIs and RFPs on contact center transformations Bring your best skills forward to excel at the role: Apply best of breed digital practices- Deep-dive with solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences. Maximize experience in developing interactive models:Use relevant conversational platforms to design and apply interactive models Use deep understanding of customer-centric design processes:Apply working knowledge of customer-centered design, complemented with consulting experience Innovate with Creativity:Demonstrate an ability to work in a fast-paced environment with the ability to abstract detail into larger patterns. Lead pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc. Lead practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends and bringing in innovative solutions, etc. Ability to take new challenges and to be a passionate learner Your experience counts! MBA from a tier 1 or tier 2 institute 12+ years of digital experience and solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences. Solid experience developing interactive models using conversational platforms and deep understanding of customer-centered design processes with consulting experience (optional) Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations and functional needs Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project Bachelor's degree in related field or equivalent experience and Post-Graduation in Business management would be added value. Experience in taking a lead role for building contact center applications that have been successfully delivered to customers What's in it for you? An opportunity to work on with key G2000 clients Potential to with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies. Ability to embed into everything"from how you service your clients to how you operate as a responsible professional. Personalized training modules to develop your to grow your skills, industry knowledge and capabilities Opportunity to thrive in a that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization. Qualifications Experience: Minimum 12 year(s) of experience is required Educational Qualification: MBA from a Tier 1 or Tier 2 institute

Job Title : BID Manager Qualification : Any Graduate Experience : 3-5 Years Must Have Skills : Strong knowledge and hands-on experience with Contact Centre Technology and related solutions. Proven experience responding to complex RFPs, RFIs, and PFQs. Exceptional project management and coordination skills. Excellent written and verbal communication skills. Ability to manage multiple bids simultaneously while meeting deadlines. Experience in working with cross-functional teams, including technical, legal, and commercial teams. Proficiency in MS Office Suite (especially Word, PowerPoint, and Excel); experience with proposal automation tools is a plus Good to Have Skills : Exposure to international bids or working with global teams. Familiarity with bid management tools (e.g., RFPIO, Loopio, Qvidian) is an advantage. Roles and Responsibilities : Own and manage the full bid lifecycle including RFP/RFI/PFQ responses, proposals, presentations, and supporting documentation. Coordinate with internal stakeholders such as sales, pre-sales, technical teams, and legal to gather required inputs for proposal development. Develop bid plans, timelines, and ensure timely delivery of all bid-related documents. Write and edit proposal content, tailoring it to meet client-specific needs and emphasizing key differentiators. Maintain a library of proposal templates, case studies, and standard responses. Drive continuous improvement in the bid process by capturing lessons learned and implementing best practices. Ensure all bids align with company branding, tone, and strategic positioning. Location : Jaipur CTC Range : 16.5 -18.5 lpa (lakh per annum) Notice period : Immediate - 30 days Shift Timings : US Shift Mode of Interview : Virtaul Mode of Work : WFO &WFH Mode of Hire : Permanent Note : NA -- Thanks & Regards, Thanks & Regards, HR Manasa.S Staffing Analyst Black and White Business Solutions Pvt Ltd Bangalore,Karnataka,INDIA. Direct Number: 8067432479 |manasa.s@blackwhite.in | www.blackwhite.in

Job Title : BID Manager Qualification : Any Graduate Experience : 3-5 Years Must Have Skills : Strong knowledge and hands-on experience with Contact Centre Technology and related solutions. Proven experience responding to complex RFPs, RFIs, and PFQs. Exceptional project management and coordination skills. Excellent written and verbal communication skills. Ability to manage multiple bids simultaneously while meeting deadlines. Experience in working with cross-functional teams, including technical, legal, and commercial teams. Proficiency in MS Office Suite (especially Word, PowerPoint, and Excel); experience with proposal automation tools is a plus Good to Have Skills : Exposure to international bids or working with global teams. Familiarity with bid management tools (e.g., RFPIO, Loopio, Qvidian) is an advantage. Roles and Responsibilities : Own and manage the full bid lifecycle including RFP/RFI/PFQ responses, proposals, presentations, and supporting documentation. Coordinate with internal stakeholders such as sales, pre-sales, technical teams, and legal to gather required inputs for proposal development. Develop bid plans, timelines, and ensure timely delivery of all bid-related documents. Write and edit proposal content, tailoring it to meet client-specific needs and emphasizing key differentiators. Maintain a library of proposal templates, case studies, and standard responses. Drive continuous improvement in the bid process by capturing lessons learned and implementing best practices. Ensure all bids align with company branding, tone, and strategic positioning. Location : Jaipur CTC Range : 16.5 -18.5 lpa (lakh per annum) Notice period : Immediate - 30 days Shift Timings : US Shift Mode of Interview : Virtaul Mode of Work : WFO &WFH Mode of Hire : Permanent Note : NA -- Thanks & Regards, HR Janhavi Staffing Analyst Black and White Business Solutions Pvt Ltd Bangalore,Karnataka,INDIA. Direct Number: 8067432413| sneha.v@blackwhite.in | www.blackwhite.in

Job Title : BID Manager Qualification : Any Graduate Experience : 3-5 Years Must Have Skills : Strong knowledge and hands-on experience with Contact Centre Technology and related solutions. Proven experience responding to complex RFPs, RFIs, and PFQs. Exceptional project management and coordination skills. Excellent written and verbal communication skills. Ability to manage multiple bids simultaneously while meeting deadlines. Experience in working with cross-functional teams, including technical, legal, and commercial teams. Proficiency in MS Office Suite (especially Word, PowerPoint, and Excel); experience with proposal automation tools is a plus Good to Have Skills : Exposure to international bids or working with global teams. Familiarity with bid management tools (e.g., RFPIO, Loopio, Qvidian) is an advantage. Roles and Responsibilities : Own and manage the full bid lifecycle including RFP/RFI/PFQ responses, proposals, presentations, and supporting documentation. Coordinate with internal stakeholders such as sales, pre-sales, technical teams, and legal to gather required inputs for proposal development. Develop bid plans, timelines, and ensure timely delivery of all bid-related documents. Write and edit proposal content, tailoring it to meet client-specific needs and emphasizing key differentiators. Maintain a library of proposal templates, case studies, and standard responses. Drive continuous improvement in the bid process by capturing lessons learned and implementing best practices. Ensure all bids align with company branding, tone, and strategic positioning. Location : Jaipur CTC Range : 16.5 -18.5 lpa (lakh per annum) Notice period : Immediate - 30 days Shift Timings : US Shift Mode of Interview : Virtaul Mode of Work : WFO &WFH Mode of Hire : Permanent Note : NA -- Thanks & Regards, HR Janhavi Staffing Analyst Black and White Business Solutions Pvt Ltd Bangalore,Karnataka,INDIA. Direct Number: 8067432471| janhavi@blackwhite.in | www.blackwhite.in