GN - SONG - Service - Amazon Connect Functional – Consultant at Accenture

Bengaluru, Karnataka, India

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Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Consulting, Customer ServiceIndustries

Requirements

Must-have skills: AWS contact center, Amazon Connect flows, AWS Lambda and Lex bots, Amazon Connect Contact Center, Contact Center Transformation
Good to have skills: Conversation design, Value architect, Product Owner, Business Analyst, Digital transformation, Business case creations for Contact center transformations
MBA from a tier 1 or tier 2 institute
3+ years of digital experience and solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences
Solid experience developing interactive models using conversational platforms and deep understanding of customer-centered design processes with consulting experience (optional)
Experience of working with business stakeholders across multiple geographic areas, with different priorities and requirements
Ability to work in high-paced and complex projects and understand industry-specific customer service processes, operations and functional needs
Thorough skills to manage stakeholder expectations and be engaging in resolving issues and risks for the success of the project
Bachelor’s degree in related field or equivalent experience and Post-Graduation in Business management would be added value
Experience in taking a lead role for building contact center applications that have been successfully delivered to customers
Relevant experience in the required domain

Responsibilities

Apply best of breed digital practices - Deep-dive with solid knowledge of industry tools and understanding of designing intuitive and responsive user experiences
Maximize experience in developing interactive models: Use relevant conversational platforms to design and apply interactive models
Use deep understanding of customer-centric design processes: Apply working knowledge of customer-centered design, complemented with consulting experience
Innovate with Creativity: Demonstrate an ability to work in a fast-paced environment with the ability to abstract detail into larger patterns
Lead pre-sales activities including response to RFPs, creating proofs of concept, creating effective presentations, demonstrating solutions during client orals, effort and cost estimation process, etc
Lead practice-specific initiatives including creating points of view, creating reusable assets on contact center space, performing analysis on industry research and market trends and bringing in innovative solutions, etc
Ability to take new challenges and to be a passionate learner

Skills

Key technologies and capabilities for this role

Amazon ConnectAmazon Connect flowsAWS LambdaLex botsAWS contact centerContact Center TransformationConversation designBusiness Analyst

Questions & Answers

Common questions about this position

What are the must-have skills for this Amazon Connect Consultant role?

Must-have skills include AWS contact center, Amazon Connect flows, AWS Lambda and Lex bots, Amazon Connect Contact Center, and Contact Center Transformation.

What is the location for this position?

The role is based in Delhi, Mumbai, Bangalore, Gurgaon, Pune, Hyderabad, and Chennai.

What education is required for this consultant position?

Candidates need a Bachelor’s degree in a related field or equivalent experience, along with an MBA from a tier 1 or tier 2 institute, and Post-Graduation in Business management.

What does the company culture look like for this role?

The environment is inclusive, collaborative, fast-paced, and focused on innovation with creativity, customer-centric design, and working with business stakeholders across multiple geographic areas.

What experience makes a strong candidate for this position?

Strong candidates have 3+ years of digital experience, solid knowledge of industry tools for designing user experiences, experience with conversational platforms, and the ability to lead pre-sales activities and manage complex projects.

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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