Senior Principal Consultant – Amazon Connect Integration Architect
Genpact
5 - 10 years
Mumbai
Posted: 05/03/2025
Job Description
Responsibilities
Eligibility Criteria:
Experience in IT industry, with focus on Contact Center technologies
Experience in designing and implementing Amazon Connect solutions.
Should have performed at least 6 Amazon Connect migrations (high / medium complexity)
Strong understanding of Amazon Connect and AWS eco system constituting Cognitive CX.
Strong understanding with telephony systems and VoIP technologies
Expertise in design and implementation of Call back, IVR, routing strategies, CRM integration.
Expertise in designing and implementing conversational interfaces using Amazon Lex.
Expertise in integration methodologies, Eg: API based, message queues, and middleware.
Expertise in building Chat Applications using Amazon Connect Chat and Amazon Lex.
Experience in integrating social and other digital media channels with Amazon Connect chat.
Experience in implementing outbound campaigns, proactive notifications with Amazon Connect and other services like Pinpoint, SNS and SES.
Experience in creating custom Agent Desktop, Agent Assist solutions, Agent workspace
Experience in creating custom Amazon Connect reports and dashboards with QuickSight.
Experience in implementing use cases of Amazon Connect Contact Lens, Cases, Tasks, Optimization, Wisdom, Amazon Q in Connect, Voice ID, Connect Data lake etc
Know-how of Generative AI solutions using Amazon Connect is preferred.
Know-how of AWS CCI solutions is preferred.
Experience in DevOps is preferred.
Ability to work independently and collaboratively in a fast-paced environment.
Excellent communication and interpersonal skills.
Good at MS PowerPoint and Excel
Responsibilities:
Design and build features that are not off-the-shelf available with Amazon Connect and required by clients, like customized agent desktop, predictive, personalized experience.
Create Proof of Concept for new features released with Amazon Connect
Create prototypes / build demos for business scenarios using
Amazon Connect features such as Agent workspace, Cases, Tasks, Contact lens, Wisdom, Optimization, Amazon Q in Connect, Voice ID, Amazon Lex and services that are part of Cognitive CX for End to End workflows for industry and vertical requirements.
AWS CCI solutions and AWS services part of Cognitive CX.
Amazon Connect integrations with CRM / ticketing tools / 3rd party applications etc
Amazon Connect based automations / accelerators
Help presales teams in responding to RFP / RFQ / RFI, through Amazon Connect expert inputs related to Amazon Connect solution / design considerations, transformation solutions, architectures, usage pricing, implementation / support pricing, answering customer questionnaire, preparing questionnaires seeking clarity on customer expectations.
Keep updated on latest developments in CCaaS platforms with focus on Amazon Connect
Create Point of views around Amazon Connect and other CCaaS platforms such as Genesys etc
About Company
Genpact is a global professional services firm that offers a wide range of digital transformation services and solutions. With a presence in over 30 countries, Genpact leverages its deep domain expertise in operations and analytics to help businesses transform their operations, improve efficiency, and enhance customer experience. The company combines digital technology, data science, and operational excellence to deliver business outcomes across various industries, including banking, insurance, manufacturing, and healthcare. Founded in 1997 as a subsidiary of GE, Genpact has grown into an independent, NYSE-listed company with a diverse workforce of over 90,000 employees globally.
Services you might be interested in
One-Shot Campaign
Reach out to ideal employees in one shot!
The intelligent campaign for reaching out to the ideal audience to whom you can ask for help (guidance or referral).