The Role
Leads the design, development, and delivery of cloud-based contact center transformation solutions using Amazon Connect and AWS services. Builds AI-driven IVR capabilities, prompt logic, agent assist, screen pops, API integrations, and contact center workflows. Oversees solution design, requirements, delivery, code quality, deployment, monitoring, and operational runbooks while leading teams, client engagements, proposals, talent development, and complex program execution.
Summary Generated by Built In
Project Role : Custom Software Engineer
Project Role Description : Develop custom software solutions to design, code, and enhance components across systems or applications. Use modern frameworks and agile practices to deliver scalable, high-performing solutions tailored to specific business needs.
Must have skills : Amazon Connect
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
AWS Developer responsible for building AI-driven IVR solutions in Amazon Connect, with hands-on expertise in prompt engineering (goal-oriented vs. scripted), agent assist, and screen pop integration. Owns validation of prompt logic and code quality, and supports runbooks for deployment, monitoring, and ongoing operations of AI-powered contact center solutions
Roles & Responsibilities:
Team Leadership: Drive end-to-end ownership of a team responsible for the design, development, and implementation of cloud-based contact center transformation initiatives, leveraging platform-led solutions across enterprise environments.
Business Development: Lead and manage proposal responses to client RFPs and RFIs across multiple market units, ensuring a robust and continuous pipeline of strategic opportunities and transformation projects.
Market Engagement: Collaborate with market unit leaders to identify emerging client demands, define talent requirements, and align capability development with business needs in terms of skill, scale, and specialization.
Talent & Practice Growth: Build and expand the practice by actively participating in talent acquisition, while also nurturing, mentoring, and upskilling current team members to meet evolving technology and client demands.
Project Delivery Excellence: Lead delivery of complex contact center transformation programs by engaging with clients and internal teams for solution design, requirement analysis, design workshops, backlog grooming, and delivering regular demos to stakeholders.
Professional & Technical Skills:
3 years minimum hands-on experience with Amazon Connect Contact Center
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
- Must have skills - Amazon Connect flows, AWS Lambda , Amazon Connect Contact Center
- Mandatory Skills
1.AWS contact center, Amazon Connect flows, AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM policies, AWS Lex.
2.In-depth knowledge of contact center KPIs, call flows, IVRs, agent routing, queue logic, callback handling, and escalation processes.
-Good To Have Skills.
1. Amazon Contact Lens, Amazon Bedrock or Kendra, CI/CD & IaC (Infrastructure as Code), DevOps
-Skills for Voice AI IVR build
Build IVR solutions in Amazon Connect
Support simple AI prompt design
Help with agent assist and screen pop setup
Validate logic and maintain code quality
Support basic deployment and operations
Additional Information:
- The candidate should have minimum 3 years with Minimum 5 year(s) of experience is required in Amazon Connect.
- A 15 years full time education is required.15 years full time education
Project Role Description : Develop custom software solutions to design, code, and enhance components across systems or applications. Use modern frameworks and agile practices to deliver scalable, high-performing solutions tailored to specific business needs.
Must have skills : Amazon Connect
Good to have skills : NA
Minimum 3 year(s) of experience is required
Educational Qualification : 15 years full time education
Summary:
AWS Developer responsible for building AI-driven IVR solutions in Amazon Connect, with hands-on expertise in prompt engineering (goal-oriented vs. scripted), agent assist, and screen pop integration. Owns validation of prompt logic and code quality, and supports runbooks for deployment, monitoring, and ongoing operations of AI-powered contact center solutions
Roles & Responsibilities:
Team Leadership: Drive end-to-end ownership of a team responsible for the design, development, and implementation of cloud-based contact center transformation initiatives, leveraging platform-led solutions across enterprise environments.
Business Development: Lead and manage proposal responses to client RFPs and RFIs across multiple market units, ensuring a robust and continuous pipeline of strategic opportunities and transformation projects.
Market Engagement: Collaborate with market unit leaders to identify emerging client demands, define talent requirements, and align capability development with business needs in terms of skill, scale, and specialization.
Talent & Practice Growth: Build and expand the practice by actively participating in talent acquisition, while also nurturing, mentoring, and upskilling current team members to meet evolving technology and client demands.
Project Delivery Excellence: Lead delivery of complex contact center transformation programs by engaging with clients and internal teams for solution design, requirement analysis, design workshops, backlog grooming, and delivering regular demos to stakeholders.
Professional & Technical Skills:
3 years minimum hands-on experience with Amazon Connect Contact Center
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
- Must have skills - Amazon Connect flows, AWS Lambda , Amazon Connect Contact Center
- Mandatory Skills
1.AWS contact center, Amazon Connect flows, AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM policies, AWS Lex.
2.In-depth knowledge of contact center KPIs, call flows, IVRs, agent routing, queue logic, callback handling, and escalation processes.
-Good To Have Skills.
1. Amazon Contact Lens, Amazon Bedrock or Kendra, CI/CD & IaC (Infrastructure as Code), DevOps
-Skills for Voice AI IVR build
Build IVR solutions in Amazon Connect
Support simple AI prompt design
Help with agent assist and screen pop setup
Validate logic and maintain code quality
Support basic deployment and operations
Additional Information:
- The candidate should have minimum 3 years with Minimum 5 year(s) of experience is required in Amazon Connect.
- A 15 years full time education is required.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.
Skills Required
- Minimum 3 years of professional experience; the description also specifies a minimum of 5 years of Amazon Connect experience.
- At least 3 to 5 years of hands-on experience with Amazon Connect Contact Center.
- 15 years of full-time education.
- Hands-on expertise with Amazon Connect flows, AWS Lambda, API Gateway, DynamoDB, S3, CloudWatch, IAM policies, and AWS Lex.
- In-depth knowledge of contact center KPIs, call flows, IVRs, agent routing, queue logic, callback handling, and escalation processes.
- Experience with AWS Cloud services, solution architecture, APIs, and API-based integrations with Salesforce, ServiceNow, and bot platforms.
- Experience delivering large-scale business or operational transformation projects.
- Strong program management, people management, client engagement, communication, and team leadership skills.
- Experience building Amazon Connect IVR solutions, designing prompts, supporting agent assist and screen pops, validating logic, and maintaining code quality.
- Experience with Amazon Contact Lens, Amazon Bedrock or Kendra, CI/CD, Infrastructure as Code, or DevOps.
Accenture Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Accenture and has not been reviewed or approved by Accenture.
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Healthcare Strength — Pay is considered competitive when paired with robust insurance options and other perks that compare well with large consulting and IT services peers. Multiple national medical plan options plus dental and vision are positioned as a core strength of the overall package.
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Retirement Support — Retirement support is positioned as a standout feature through a 401(k) dollar-for-dollar match up to a set percentage after eligibility. The package is reinforced by additional financial programs such as savings tools and related resources.
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Parental & Family Support — Parental and caregiving supports are presented as a meaningful benefit differentiator through substantial paid parental leave and multiple caregiver-oriented programs. Backup care and fertility/adoption/surrogacy navigation and reimbursements add breadth to family support beyond leave alone.
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The Company
What We Do
Accenture is a global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries, we offer Strategy and Consulting, Interactive, Technology and Operations services—all powered by the world’s largest network of Advanced Technology and Intelligent Operations centers. Our 500,000+ people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at www.accenture.com.
