Amazon Connect Functional Lead

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You Are: A skilled Amazon Connect Functional Specialist with deep expertise Amazon connect capabilities including designing and configuring customer, supervisor and agent experiences within cloud contact center environments. You have a strong understanding of contact center operations and excel at translating business requirements into Omni-Channel experiences including routing strategies, contact flows, NLU and conversational AI, that improve both customer and agent experiences.

You are passionate about optimizing customer interactions through intelligent routing, IVR design, self-service capabilities, and seamless integration with AWS services and enterprise applications. You work closely with business stakeholders, product owners, architects, and development teams to design, test, and continuously improve Amazon Connect solutions that drive operational efficiency and customer satisfaction.

The Work:

Routing & Contact Flow Design

• Design Amazon Connect routing solutions, contact flows, queue structures, skills-based routing, callbacks, transfers, and escalation paths.

• Design customer experience journeys DTMF, NLU and conversational AI capabilities

• Translate business requirements into efficient customer journeys across voice and digital channels.

User Experience Optimization

• Design and provide integration support for Amazon connect profiles, cases, views and outbound campaigns

• Enable and support analytics solutions for contact center metrics and customer interactions to enable clients to improve solution effectiveness, channel experiences, self-service capabilities, and operational efficiency.

• Enable solutions for supporting workstreams such as WFM, QM, reporting and analytics teams.

Amazon Connect Administration

• DesignAmazon Connect configurations including contact flows, hoop, routing and queues, skills.

• Design Contact Lens evaluation forms, rules and notifications, recording and speech analytics Support testing, deployment, and troubleshooting of configurations and enhancements.

AWS & Enterprise Integrations

• Collaborate with technical teams to integrate Amazon Connect with AWS services and enterprise applications, including CRM and back-end systems.

Stakeholder & Operational Support

• Partner with business and operations teams to gather requirements, deliver solutions, , and recommend continuous improvements.

Job Qualifications

Here's What You Need:

• Minimum of 3 years' hands-on functional experience with Amazon Connect Contact Center including contact flows, routing, contact lens, channel strategy, agent workspace and Amazon Connect administration.

• Minimum of 3 years' experience designing and implementing routing strategies for enterprise contact center environments.

• Minimum of 3 years' experience configuring and managing:

  • Amazon Connect Contact Flows
  • Skills-Based Routing and Queue Management
  • NLU and conversational AI solutions
  • Callback Handling
  • Reporting and Analytics
  • Contact Lens

• Minimum of 3 years' experience working with AWS services, including:

  • AWS Lambda
  • DynamoDB
  • Amazon S3
  • CloudWatch
  • Amazon Lex

• Experience supporting integrations between contact center platforms and enterprise applications such as CRM, workforce management, and reporting platforms.

• Strong knowledge of:

  • Contact Center Operations
  • Contact Center KPIs and Service Levels
  • Contact Flow Design and Best Practices
  • Customer Journey Mapping
  • Queue Management and Workforce Optimization
  • Voice and Digital Customer Engagement

• Experience gathering business requirements and translating them into routing configurations and customer journey solutions.

• Experience supporting testing, deployment, and production support activities within contact center environments.

• Strong analytical and problem-solving skills with the ability to troubleshoot routing and call flow issues.

• Bachelors in computer science or related field.

Preferred Skills

• Amazon Connect Routing & Administration

• Contact Flow Development

• Skills-Based Routing

• IVR Design

• Customer Journey Design

• Amazon Lex

• DynamoDB

• Contact Center Operations

• Contact Center Reporting & KPIs

• CRM Integrations

Nice to Have: Availability to work in a hybrid model, with an expectation of 2-3 days per week in the office.

Compensation at Accenture varies depending on a wide array of factors, which may include but are not limited to the specific office location, role, skill set, and level of experience. As required by local law, Accenture provides a reasonable range of compensation, based on full-time employment, for roles that may be hired as set forth below. The recruiting efforts for this position are intended to fill a brand new position. The base pay range shown below is intended as a guideline to reflect the majority of offers for this role. It does not represent a maximum limit — in some cases, actual compensation may exceed the range where appropriate.

Information on benefits is here: Role Location: British Columbia/Ontario/New Brunswick Annual Salary Range: $99,450 to $209,900

#LI-NA-FY25

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