Contact Center Transformation Consulting Amazon Connect Executive And Non-Executive

The Strategy & Consulting Global Network Song Practice | Cloud

Join our team of SONG who solve customer facing challenges at clients spanning sales, service and marketing to accelerate business change.

The Practice – A Brief Sketch

The Strategy & Consulting Global Network Song practice is aligned to the Global Network Song Practice of Accenture and works with clients across their marketing, sales and services functions. As part of the team, you will work on transformation services driven by key offerings like Living Marketing, Connected Commerce and Next-Generation Customer Care. These services help our clients become living businesses by optimizing their marketing, sales and customer service strategy, thereby driving cost reduction, revenue enhancement, customer satisfaction and impacting front end business metrics in a positive manner.

You will work closely with our clients as consulting professionals who design, build and implement initiatives that can help enhance business performance.

Senior Manager / Career Level 6 / 14 – 20 years of experience

Drive business development for the cloud contact centre transformation practice: lead proposals, solutioning, RFIs/RFPs and client pursuits across market units.

Build and execute go-to-market strategy: collaborate with market unit leads and industry practice heads to identify demand, map skill/scale requirements and align offerings to AWS partnership initiatives.

Lead major transformation programs: oversee teams delivering Amazon Connect-based architectures, omnichannel contact centre implementations, and global migrations from legacy systems.

Define transformation methodologies, operating models and best practice frameworks: develop strategy, target operating models, value realisation plans, and reusable assets.

Serve as thought-leader: create points-of-view, white-papers, industry research, and internal/external assets that reinforce Accenture’s leadership in cloud contact centre solutions.

Lead people development: mentor and build a global team of transformation practitioners, foster capability building and drive a culture of innovation and excellence.

Bring your best skills forward to excel at the role:

Extensive experience delivering large-scale business and technology transformation programs in customer-experience or contact centre domains—ideally across multiple industries.

Proven expertise in Amazon Connect, AWS cloud services and CCaaS architectures.

Strong experience engaging with C-level executives, articulating business value, and managing stakeholder relationships at senior levels.

Solid capability in solutioning, estimating and presenting large proposals; comfortable in pre-sales and executive-level discussions.

Excellent communication and presentation skills, including ability to influence, negotiate and resolve complex issues.

Strong delivery governance skills: program controls, financial oversight, risk management, conflict resolution.

Ability to lead and operate effectively in remote, virtual and global teams. Flexibility to travel as required for client engagements.

Manager / Career Level 7 / 10 – 15 years of experience

Lead the end-to-end design, development and implementation of cloud contact center solutions, built on Amazon Connect and complementary AWS services.

Engage with client senior business and IT stakeholders to lead solution workshops, define business cases for “journey to cloud”, execute vendor assessments, and articulate transformation roadmaps.

Architect scalable, resilient, secure contact center environments integrating Amazon Connect with CRM, ITSM, workforce management, bot/AI platforms and other enterprise systems.

Manage project delivery: lead teams in requirement-gathering, design/grooming sessions, working demos, stakeholder engagements, and ensure successful go-live and value realization.

Drive innovation: develop reusable assets, proofs-of-concept, demos showcasing Amazon Connect capabilities including omnichannel, analytics, bots, AI, and AWS integrations.

Support pre-sales: collaborate with AWS solution/offering leads to respond to RFIs/RFPs, build proposals, present to clients and estimate effort.

Practice & people development: hire and nurture talent, upskill existing team members, build a high-performance culture and grow the contact center transformation practice.

Bring your best skills forward to excel at the role:

Ability to take new challenges and to be a passionate learner

Proven expertise in Amazon Connect, AWS cloud services and CCaaS architectures.

Strong techno-functional background in contact center technologies (IVR, ACD, routing, omnichannel) and hands-on understanding of integration frameworks (Salesforce, ServiceNow, bot platforms, APIs).

Demonstrated experience in large-scale business/operational transformation engagements, ideally within contact center or customer-experience domains.

Excellent program management and people leadership skills—able to lead teams, manage stakeholders, communicate effectively with both business and technical audiences.

Strong analytical, problem-solving and influencing skills; ability to translate client challenges into differentiated cloud-enabled solutions.

Passion for continuous learning and innovation, especially around customer experience, cloud technologies and AI/automation.

Willingness to work in a global, virtual environment (time-zone flexibility may apply).

Analyst / Consultant 2 – 9 Years Of Experience

Engage with clients to conduct requirement workshops, analyze business processes, and translate needs into technical and functional designs.

Contribute to the design, configuration, and implementation of Amazon Connect–based contact center solutions across industries.

Design and implement contact flows, IVR logic, routing, and automation frameworks using Amazon Connect and AWS services such as Lambda, Lex, S3, DynamoDB, and CloudWatch.

Integrate Amazon Connect with enterprise systems such as Salesforce, ServiceNow, and chatbot/AI platforms through APIs or middleware.

Collaborate with solution architects and functional leads to define architecture blueprints, documentation, and implementation roadmaps.

Develop and present proofs of concept, demos, and accelerators to demonstrate value and differentiation in client engagements.

Support cloud transformation and journey-to-cloud initiatives for large contact center modernization programs.

Contribute to practice development by building reusable assets, accelerators, and sharing delivery best practices across the global network.

Bring your best skills forward to excel at the role:

Minimum 2 years of hands-on experience designing, configuring, and implementing Amazon Connect solutions.

Strong understanding of AWS Cloud services relevant to contact center solutions (Lambda, Lex, S3, DynamoDB, CloudWatch, IAM).

Knowledge of contact center technologies—IVR, ACD, CTI, call routing, and omnichannel capabilities.

Experience integrating Amazon Connect with CRM or ITSM platforms such as Salesforce or ServiceNow via APIs or middleware.

Foundational knowledge of cloud security, networking, and identity management principles.

Strong analytical, problem-solving, and client-facing consulting skills.

Ability to work effectively in global, distributed, cross-functional teams.

AWS certifications (e.g., AWS Certified Cloud Practitioner or Solutions Architect – Associate) preferred.

Bring your best skills forward to excel at the role:

Hands-on experience designing, configuring, and implementing Amazon Connect solutions.

Strong understanding of AWS Cloud services relevant to contact center solutions (Lambda, Lex, S3, DynamoDB, CloudWatch, IAM).

Knowledge of contact center technologies—IVR, ACD, CTI, call routing, and omnichannel capabilities.

Experience integrating Amazon Connect with CRM or ITSM platforms such as Salesforce or ServiceNow via APIs or middleware.

Foundational knowledge of cloud security, networking, and identity management principles.

Strong analytical, problem-solving, and client-facing consulting skills.

Ability to work effectively in global, distributed, cross-functional teams.

AWS certifications (e.g., AWS Certified Cloud Practitioner or Solutions Architect – Associate) preferred.

What’s in it for you?

An opportunity to work on transformative projects with key G2000 clients

Potential to Co-create with leaders in strategy, industry experts, enterprise function practitioners and, business intelligence professionals to shape and recommend innovative solutions that leverage emerging technologies.

Ability to embed responsible business into everything—from how you service your clients to how you operate as a responsible professional.

Personalized training modules to develop your strategy & consulting acumen to grow your skills, industry knowledge and capabilities

Opportunity to thrive in a culture that is committed to accelerate equality for all. Engage in boundaryless collaboration across the entire organization.

Open for cross-country relocation

About Accenture:

Accenture is a leading global professional services company, providing a broad range of services and solutions in strategy, consulting, digital, technology and operations. Combining unmatched experience and specialized skills across more than 40 industries and all business functions — underpinned by the world’s largest delivery network — Accenture works at the intersection of business and technology to help clients improve their performance and create sustainable value for their stakeholders. With 569,000 people serving clients in more than 120 countries, Accenture drives innovation to improve the way the world works and lives. Visit us at www.accenture.com

About Accenture Strategy & Consulting:

Accenture Strategy shapes our clients’ future, combining deep business insight with the understanding of how technology will impact industry and business models. Our focus on issues such as digital disruption, redefining competitiveness, operating and business models as well as the workforce of the future helps our clients find future value and growth in a digital world. Today, digital is changing the way organizations engage with their employees, business partners, customers and communities. This is our unique differentiator. To bring this global perspective to our clients, Accenture Strategys services include those provided by our Capability Network – a distributed management consulting organization that provides management consulting and strategy expertise across the client lifecycle. Our Capability Network teams complement our in-country teams to deliver cutting-edge expertise and measurable value to clients all around the world. For more information visit https://www.accenture.com/in-en/careers

Accenture Global Network Song | Accenture in One Word

At the heart of every great change is a great human. If you have ideas, ingenuity and a passion for making a difference, come and be a part of our team.

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