Application Tech Support Practitioner at Accenture

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Senior (5 to 8 years), Expert & Leadership (9+ years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, Contact CenterIndustries

Requirements

Minimum 7.5 years of experience (10+ years preferred in IT/contact center technologies)
At least 5+ years of hands-on expertise with Amazon Connect and AWS Cloud services
Must have skills: Genesys Contact Center QM
Proven expertise in designing and delivering Amazon Connect enterprise-scale solutions
Strong proficiency in AWS services: Lambda, DynamoDB, S3, API Gateway, Pinpoint, Kinesis, CloudFormation (plus Lex, Polly, Comprehend, Contact Lens, Transcribe)
15 years full-time education
Proficiency in programming (Node.js/Python) for automation scripts and applications
Knowledge of DevOps practices including CI/CD pipelines and Infrastructure-as-Code (CloudFormation, Terraform, AWS CDK)
Experience with AWS tools for observability (CloudWatch, CloudTrail)

Responsibilities

Act as the ongoing interface between the client and the system or application, defining client issues and designing resolutions using deep product knowledge
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 integrate with CRM, ERP, WFM, and enterprise platforms
Establish solution blueprints, reusable design patterns, and technical standards for Amazon Connect implementations
Lead architecture reviews, provide governance, and ensure compliance with security and scalability best practices
Oversee configuration, customization, and optimization of Amazon Connect features for large-scale contact centers
Architect and support API-driven integrations with enterprise applications
Develop automation scripts and applications using Node.js/Python
Define CI/CD pipelines and IaC practices for efficient deployments
Drive observability, monitoring, and operational excellence using AWS CloudWatch, CloudTrail, and third-party tools
Provide technical leadership during implementation, migration, and production rollout
Collaborate with business leaders to shape customer experience transformation roadmaps
Leverage AWS AI/ML services (Lex, Polly, Comprehend, Contact Lens, Transcribe, Kinesis) for intelligent customer experiences
Serve as a trusted advisor for clients in BFSI, Telecom, Healthcare, and Retail sectors
Participate in Agile ceremonies (sprint planning, reviews, retrospectives) and mentor engineering teams on best practices

Skills

Genesys Contact Center QM

Amazon Connect

AWS Cloud

Lex

Lambda

DynamoDB

API Gateway

Pinpoint

Transcribe

Comprehend

Kinesis

DevOps

Accenture

Global professional services for digital transformation

About Accenture

Accenture provides a wide range of professional services, including strategy and consulting, technology, and operations, to help organizations improve their performance. Their services assist clients in navigating digital transformation, enhancing operational efficiency, and achieving sustainable growth. Accenture's offerings include cloud migration, cybersecurity, artificial intelligence, and data analytics, which are tailored to meet the needs of various industries such as financial services, healthcare, and retail. What sets Accenture apart from its competitors is its extensive industry knowledge and ability to deliver comprehensive solutions that address both immediate challenges and long-term goals. The company's aim is to support clients in reducing their environmental impact while driving innovation and growth.

Dublin, IrelandHeadquarters

1989Year Founded

$8.5MTotal Funding

IPOCompany Stage

Consulting, Enterprise Software, CybersecurityIndustries

10,001+Employees

Risks

Rapid AI advancements may outpace Accenture's current capabilities, risking competitive disadvantages.

Integration challenges from multiple acquisitions could affect Accenture's operational efficiency.

The rise of AI-driven startups may disrupt Accenture's market share in customer service solutions.

Differentiation

Accenture's acquisitions enhance its capabilities in digital twin technology for financial services.

The company is expanding its expertise in net-zero infrastructure through strategic acquisitions.

Accenture's focus on software-defined vehicles positions it as a leader in automotive innovation.

Upsides

Accenture's investment in EMTECH supports central bank modernization amid digital currency evolution.

The acquisition of Award Solutions boosts Accenture's presence in the growing 5G and IoT markets.

Accenture's strategic acquisitions align with high-growth markets like digital twins and net-zero projects.

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