Application Tech Support Practitioner
Accenture
2 - 5 years
Bengaluru
Posted: 06/12/2025
Job Description
Project Role Description : Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills : Genesys Contact Center QM
Good to have skills : NA
Minimum 7.5 year(s) of experience is required
Educational Qualification : 15 years full time education
Job Summary We are seeking an accomplished Solution Architect – Amazon Connect Contact Center with 10+ years of experience in contact center technologies and at least 5+ years of hands-on expertise with Amazon Connect and AWS Cloud services. The ideal candidate will lead the solution design, architecture, and delivery of cloud-based contact center platforms, enabling customer experience transformation for enterprise clients. This role requires a unique blend of solutioning expertise, technical depth, DevOps knowledge, and programming capability, along with the ability to partner with business stakeholders, delivery teams, and clients to shape scalable, secure, and innovative contact center solutions. ________________________________________ Key Responsibilities Solution Architecture & Design • Define end-to-end solution architectures leveraging Amazon Connect and AWS services (Lex, Lambda, DynamoDB, S3, API Gateway, Pinpoint, Transcribe, Comprehend, Kinesis, etc.). • Design omni-channel solutions (voice, chat, messaging, social, email) and ensure seamless integration with CRM, ERP, WFM, and other enterprise platforms. • Establish solution blueprints, reusable design patterns, and technical standards for Amazon Connect implementations. • Lead architecture reviews, provide governance, and ensure compliance with enterprise security and scalability best practices. Implementation & Integration • Oversee and guide the configuration, customization, and optimization of Amazon Connect features for large-scale enterprise contact centers. • Architect and support API-driven integrations with enterprise applications and customer ecosystems. • Develop automation scripts and applications using Node.js/Python to extend contact center capabilities. DevOps & Delivery Excellence • Define CI/CD pipelines and Infrastructure-as-Code (IaC) practices (CloudFormation, Terraform, AWS CDK) to ensure efficient and reliable deployments. • Drive observability, monitoring, and operational excellence using AWS CloudWatch, CloudTrail, and third-party tools. • Provide technical leadership during solution implementation, migration, and production rollout. Customer Experience Transformation • Collaborate with business leaders, solution architects, and delivery managers to shape transformation roadmaps. • Leverage AWS AI/ML and analytics services (Lex, Polly, Comprehend, Contact Lens, Transcribe, Kinesis) to deliver intelligent customer experiences. • Serve as a trusted advisor for enterprise clients in BFSI, Telecom, Healthcare, and Retail sectors. Agile Delivery Leadership • Play an active role in Agile ceremonies—sprint planning, reviews, and retrospectives—while ensuring technical excellence and timely delivery. • Mentor engineering teams, fostering best practices in architecture, coding, DevOps, and cloud adoption. ________________________________________ Required Skills & Experience • 10+ years in IT/contact center technologies with 5+ years of Amazon Connect and AWS experience. • Proven expertise in designing and delivering Amazon Connect enterprise-scale solutions. • Strong proficiency in AWS services: Lambda, DynamoDB, S3, API Gateway, Pinpoint, Kinesis, CloudFormation/Terraform. • Programming skills in Node.js and Python for integrations and automation. • Strong background in DevOps practices and CI/CD pipeline management. • Excellent knowledge of API integration patterns with CRMs (Salesforce, Dynamics, ServiceNow) and enterprise apps. • Strong communication and stakeholder management skills with proven client-facing experience. ________________________________________ Preferred Qualifications • Bachelor’s/Master’s degree in Computer Science, IT, or related field. • AWS certifications: Solutions Architect (Associate/Professional), DevOps Engineer, Amazon Connect Specialty (preferred). • Experience with Contact Lens, real-time analytics, and AI/ML-based customer engagement. • Exposure to omnichannel CX solutions and observability platforms. • Proven track record delivering enterprise-scale transformation projects in regulated industries (BFSI, Telecom, Healthcare, Retail).15 years full time education
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.
About Company
Accenture is a global professional services company specializing in consulting, technology, and outsourcing services. Headquartered in Dublin, Ireland, Accenture provides a wide range of services in strategy, digital, technology, operations, and consulting. It helps organizations improve their performance and create sustainable value by leveraging technology and industry expertise. Accenture works across various sectors, including financial services, healthcare, telecommunications, energy, and more. Known for its deep focus on innovation, Accenture partners with leading technology companies to drive digital transformation and help clients navigate complex challenges in an increasingly digital world.
Services you might be interested in
Improve Your Resume Today
Boost your chances with professional resume services!
Get expert-reviewed, ATS-optimized resumes tailored for your experience level. Start your journey now.