GN - SONG - Service - Amazon Connect Platforms - Senior Manager

The Customer, Sales & Service 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
Good to have skills:Amazon connect, Amazon Lex, Lambda, Pinpoint, Comprehend, Transcribe

Practice:Customer Sales & Service Sales I Areas of Work:Amazon Connect - 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:12-18 years

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 Customer Sales & Service Consulting 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 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 transformation
• Business Development:Lead and manage proposals in response to client requests / RFPs across multiple market units to ensure a continuous pipeline of opportunities / projects
• Market Unit Development:Connect and work with market unit leads to identify and understand the demand in the market in terms of both skill and scale required
• People Development:Grow the practice and business by engaging in hiring across platforms, along with nurturing, upskilling existing team.
• Project Delivery: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

• Develop innovative, fact-based, and achievable strategies and operating models after evaluation of multiple strategic options.
• Lead practice-specific initiatives including creating points of view, creating reusable assets in contact center space, performing analysis on industry research and market trends, and bringing in innovative solutions, etc.

• Seasoned techno-functional professional with significant experience working on a large- scale business / operational transformation project
• Good understanding of contact center technology landscape.
• An understanding of AWS Cloud platform and services with Solution architect skills.
• Deep expertise on Amazon Connect product features and contact center related AWS services like Lex, Pinpoint, Transcribe, Comprehend etc
• Deep functional and technical understanding of APIs and related integration experience
• Functional and technical understanding of building API-based integrations with Salesforce, Service Now and Bot platforms
• Ability to understand customer challenges and requirements, ability to address these challenges/requirements in a differentiated manner.
• Ability to help the team to implement the solution, sell, deliver cloud contact center solutions to clients.
• Excellent communications skills
• Strong program management / people management skills

• Blogs

• Bachelors degree in related field or equivalent experience and Post-Graduation in Business management would be added value.
• Minimum 12 years of experience in delivering software as a service or platform as a service projects related (pref. a mix of cloud and on-premise contact center platforms)
• Hands-on experience working on the design, development and deployment of contact center solutions at scale.
• Hands-on development experience with cognitive service such as Amazon connect, Amazon Lex, Lambda, Pinpoint, Comprehend, Transcribe
• Experience in taking a lead role for building contact center applications that have been successfully delivered to customers

• An opportunity to work on transformative projectswith key G2000 clients
• Potential to Co-createwith 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 responsible business into everythingfrom how you service your clients to how you operate as a responsible professional.
• Personalized training modules to develop your strategy & consulting acumento grow your skills, industry knowledge and capabilities