Genpact (NYSE: G) is a global professional services and solutions firm delivering outcomes that shape the future. Our 125,000 people across 30 countries are driven by our innate curiosity, entrepreneurial agility, and desire to create lasting value for clients. Powered by our purpose – the relentless pursuit of a world that works better for people – we serve and transform leading enterprises, including the Fortune Global 500, with our deep business and industry knowledge, digital operations services, and expertise in data, technology, and AI.

Inviting applications for the role of Senior Principal Consultant – Amazon Connect Integration Architect

In this role, We are looking for experienced candidate in the field of Information and Technology with hands-on experience in Amazon Connect. In this role you will be required to configure and maintain end to end contact centre using Amazon Connect and AWS services. Help design and develop features that are not off-the-shelf available with Amazon Connect and required by clients, like customized agent desktop, predictive, personalized experience. Configure host integrations for IVR and agent desktop.

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

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Qualifications we seek in youMinimum Qualifications / Skills

· BE/BTECH/MCA

· Must have proven record of service improvements and excellent customer relationship management.

Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military/veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws. Genpact is committed to creating a dynamic work environment that values diversity and inclusion, respect and integrity, customer focus, and innovation. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way. Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.