Amazon Connect Functional Lead

About the position

Accenture is seeking skilled Amazon Connect Functional Specialists with deep expertise in Amazon Connect capabilities, including designing and configuring customer, supervisor, and agent experiences within cloud contact center environments. The role requires a strong understanding of contact center operations and the ability to translate business requirements into Omni-Channel experiences, including routing strategies, contact flows, NLU, and conversational AI, to improve both customer and agent experiences. The ideal candidate is passionate about optimizing customer interactions through intelligent routing, IVR design, self-service capabilities, and seamless integration with AWS services and enterprise applications. This role involves close collaboration with business stakeholders, product owners, architects, and development teams to design, test, and continuously improve Amazon Connect solutions that drive operational efficiency and customer satisfaction.

Responsibilities

  • Design Amazon Connect routing solutions, contact flows, queue structures, skills-based routing, callbacks, transfers, and escalation paths.
  • Design customer experience journeys using DTMF, NLU, and conversational AI capabilities.
  • Translate business requirements into efficient customer journeys across voice and digital channels.
  • Design and provide integration support for Amazon Connect profiles, cases, views, and outbound campaigns.
  • Enable and support analytics solutions for contact center metrics and customer interactions to improve solution effectiveness, channel experiences, self-service capabilities, and operational efficiency.
  • Enable solutions for supporting workstreams such as WFM, QM, reporting, and analytics teams.
  • Design Amazon Connect configurations including contact flows, hoop, routing and queues, skills.
  • Design Contact Lens evaluation forms, rules, and notifications, recording and speech analytics.
  • Support testing, deployment, and troubleshooting of configurations and enhancements.
  • Collaborate with technical teams to integrate Amazon Connect with AWS services and enterprise applications, including CRM and back-end systems.
  • Partner with business and operations teams to gather requirements, deliver solutions, and recommend continuous improvements.

Requirements

  • Minimum of 3 years' hands-on functional experience with Amazon Connect Contact Center including contact flows, routing, contact lens, channel strategy, agent workspace and Amazon Connect administration.
  • Minimum of 3 years' experience designing and implementing routing strategies for enterprise contact center environments.
  • Minimum of 3 years' experience configuring and managing: Amazon Connect Contact Flows, Skills-Based Routing and Queue Management, NLU and conversational AI solutions, Callback Handling, Reporting and Analytics, Contact Lens.
  • Minimum of 3 years' experience working with AWS services, including: AWS Lambda, DynamoDB, Amazon S3, CloudWatch, Amazon Lex.
  • Experience supporting integrations between contact center platforms and enterprise applications such as CRM, workforce management, and reporting platforms.
  • Strong knowledge of: Contact Center Operations, Contact KPIs and Service Levels, Contact Flow Design and Best Practices, Customer Journey Mapping, Queue Management and Workforce Optimization, Voice and Digital Customer Engagement.
  • Experience gathering business requirements and translating them into routing configurations and customer journey solutions.
  • Experience supporting testing, deployment, and production support activities within contact center environments.
  • Strong analytical and problem-solving skills with the ability to troubleshoot routing and call flow issues.
  • Bachelors in computer science or related field.

Nice-to-haves

  • Amazon Connect Routing & Administration
  • Contact Flow Development
  • Skills-Based Routing
  • IVR Design
  • Customer Journey Design
  • Amazon Lex
  • DynamoDB
  • Contact Center Operations
  • Contact Center Reporting & KPIs
  • CRM Integrations
  • Availability to work in a hybrid model, with an expectation of 2-3 days per week in the office.

Benefits

  • Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience.
  • As required by local law, Accenture provides a reasonable range of compensation, based on full-time employment, for roles that may be hired as set forth below.
  • Information on benefits is here: [Link to benefits information not provided in text]
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