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

Contact Center, TechnologyIndustries

Requirements

12+ years of experience in Contact Center domain with proven track record in enterprise-scale transformation programs
Strong expertise in Amazon Connect and AWS services (Lex, DynamoDB, Lambda, API Gateway, Pinpoint, S3, Transcribe, Comprehend, etc.)
Proven experience in Contact Center Migration and Transformation projects for large enterprises
Telecom & SIP Integration: Proven experience leading contact center migrations from legacy platforms to Genesys Cloud
Hands-on experience with solution architecture on AWS Cloud, preferably with AWS Certified Solutions Architect – Professional or equivalent certifications
Strong knowledge of DevOps practices and CI/CD pipelines (AWS CodePipeline, Jenkins, GitLab CI/CD, etc.)
Experience in Node.js and Python programming for building and integrating contact center applications
Must have skills: Genesys Contact Center QM
Minimum 12 year(s) of experience
Educational Qualification: 15 years full time education
At least 5+ years of expertise in Amazon Connect and AWS Cloud services

Responsibilities

Lead and manage a team of developers, DevOps engineers, and testers responsible for cloud contact center transformations
Drive end-to-end delivery of large-scale migration and modernization programs for enterprise customers
Ensure successful project delivery using Agile methodologies, with a focus on speed, quality, and scalability
Architect and design customer-centric solutions leveraging Amazon Connect and AWS services (Lex, Lambda, DynamoDB, S3, API Gateway, Pinpoint, Transcribe, Comprehend, etc.)
Define and implement API-based integrations with Amazon Connect and third-party applications
Develop scalable, secure, and automated architectures addressing customer challenges and enterprise standards
Establish and manage CI/CD pipelines for contact center applications and AWS infrastructure deployments
Ensure adoption of DevOps best practices including Infrastructure as Code (IaC), automated testing, monitoring, and observability
Oversee version control, automated deployments, and release management processes to ensure reliability and repeatability
Provide technical oversight for development in Node.js and Python, ensuring best coding practices and standards are followed
Engage with enterprise customers to understand challenges, requirements, and transformation goals
Provide thought leadership in customer experience transformation leveraging AWS services
Partner with stakeholders to translate business requirements into technical solutions and roadmaps
Act as the ongoing interface between the client and the system or application
Dedicated to quality, using exceptional communication skills to keep systems running
Accurately define a client issue and interpret and design a resolution based on deep product knowledge

Skills

Genesys Contact Center QM

Amazon Connect

AWS Cloud

Solution Architecture

DevOps

Agile

AWS Lex

AWS Lambda

DynamoDB

API Gateway

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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