Amazon Connect Functional Lead

Are you ready to step up to the New and take your technology expertise to the next level?  

Accenture is looking for passionate and customer obsessed AWS cloud developers and AWS solutions architects to join our AWS Practice. You will help drive innovation, build differentiated solutions, and define new customer experiences for our customers (and customer’s, customers). You’ll work with smart people across our industry, specialist organizations, and technology groups to help our customers get the most out of AWS in their cloud journey.  

The AWS Practice within is home to our deepest AWS experts and supports Accenture’s more than 1,500 certified AWS architects across the company. Join our team and be among Accenture’s most talented AWS practitioners, our AWS SWAT team. The group is responsible for Accenture’s most complex AWS projects and provides our delivery capability for the Accenture AWS Business Group (AABG). AABG is the deepest relationship Amazon Web Services has with any partner in the ecosystem. Choosing Accenture and the AWS Practice will take your AWS experience and skills to the next level and allow you to work in an innovative and collaborative environment. At Accenture, you can lead the world’s largest enterprises on the path to native cloud transformation and serverless, on the leading edge of cloud.  

Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture and make delivering innovative work part of your extraordinary career.  

Learn more about our AABG and AWS at Accenture here: https://www.accenture.com/us-en/service-aws-cloud   

You Are:

A skilled Amazon Connect Functional  Specialist with deep expertise Amazon connect capabilities including  designing and configuring customer, supervisor and agent  experiences within cloud contact center environments. You have a strong understanding of contact center operations and excel at translating business requirements into Omni-Channel experiences including routing strategies, contact flows, NLU and conversational AI, that improve both customer and agent experiences.

You are passionate about optimizing customer interactions through intelligent routing, IVR design, self-service capabilities, and seamless integration with AWS services and enterprise applications. You work closely 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.

The Work:

Routing & Contact Flow Design

• Design  Amazon Connect routing solutions, contact flows, queue structures, skills-based routing, callbacks, transfers, and escalation paths.

• Design customer experience journeys DTMF, NLU and conversational AI capabilities

• Translate business requirements into efficient customer journeys across voice and digital channels.

User  Experience Optimization

• 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 enable clients 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.

Amazon Connect Administration

• DesignAmazon 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.

AWS & Enterprise Integrations

• Collaborate with technical teams to integrate Amazon Connect with AWS services and enterprise applications, including CRM and back-end systems.

Stakeholder & Operational Support

• Partner with business and operations teams to gather requirements, deliver  solutions, , and recommend continuous improvements.

Job Qualifications

Here's What You Need:

• 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 Center 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.

Preferred Skills

• 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

Nice to Have: Availability to work in a hybrid model, with an expectation of 2-3 days per week in the office.

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.
The recruiting efforts for this position are intended to fill a brand new position.
The base pay range shown below is intended as a guideline to reflect the majority of offers for this role.
It does not represent a maximum limit — in some cases, actual compensation may exceed the range where appropriate.

Information on benefits is here:

Role Location: British Columbia/Ontario/New Brunswick

Annual Salary Range: $99,450 to $209,900

#LI-NA-FY25

About Accenture

Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale. We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries. Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships. We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability. Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships. We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.

Visit us at www.accenture.com 

Equal Employment Opportunity Statement

We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law. Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.