Job Description

About Accenture:
Accenture is a leading global professional services company with leading capabilities in digital, cloud and security. Combining unmatched experience and specialized skills across more than 40 industries,we offer Strategy and Consulting, Interactive, Technology and Operations services - all powered by the world's largest network of Advanced Technology and Intelligent Operations centers. Our 624,000 people deliver on the promise of technology and human ingenuity every day, serving clients in more than 120 countries. We embrace the power of change to create value and shared success for our clients, people, shareholders, partners and communities. Visit us at

Principal Duties
and Responsibilities: • Help the customers to create the cloud/application strategy and roadmap (which cloud, cloud vs on-prem) for contact center application transformations
• Build cloud operating model and act as an IT agility change agent
• Provide an impartial assessment of cloud technology vendor proposals
• Design & create strategic plans for cloud delivery (Project & Programme)
• Design & create the solution architecture for cloud contact center transformations with best practices (AWS Platform)
• Lead large scale transformations on AI enabled contact center / customer service opportunities especially with AWS platform
• Build and influence relationships, grow collaborative partnerships with clients
• Experience using industry enterprise frameworks and methodologies to deliver business capabilities through whole systems design and architecture
• Support the creation of compliance and security approach for cloud inline with client’s industry
• Work with pre-sales teams to support the solutioning of Amazon Connect deals
• Manage performance of teams and identify performance improvement plans when required
• Develop both thought leadership points of view and new service offerings to differentiate us in the marketplace
Experience: • Minimum 10-15 years of experience in delivering software as service or platform as a service projects related to cloud CC service providers such as AWS, GCP or any other cloud solution
• Exceptional customer management & people management skills
• Cross domain experience includes Insurance & Financial Services, Manufacturing, Media & Entertainment and Technology based companies.
• Experience in handling different kinds of Contact Center process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk
• Experience in communicating with users, other technical teams, and senior management to collect requirements, describe software product features, technical designs, and product strategy.
• Knowledge on cognitive services such as Amazon Lex, IBM Watson, Google Dialog Flow
• Aware of one of the programming/scripting languages such as Node.js, Python, Java
• Experience in building integration design of Amazon Connect platform with WFM, ServiceNow, AI platform and CRM
• Experience in setting up cloud instances, account / users with security profiles and designing applications
• Hands on experience with AWS cloud solutions services such as Lex, Connect, Kinesis, Redshift, S3, CloudFront etc
• Good to have AWS Solution Architect – Associate/Professional certification
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Qualifications: • Bachelor’s degree in related field or equivalent experience
• MBA from Tier 1 & 2 college is good to have
Key Competencies and Skills: The following characteristics are sought:
• Understand market and customer challenges, ability to address these challenges in a differentiated manner vs. the competition. Includes similar level of understanding with regards to all the leading cloud contact center vendor technologies
• Help the team to be able to solution, sell, deliver cloud contact center solutions to clients. Readiness includes: Product overview, Partner readiness support, pricing, documentation, first call presentations
• Ability to drive Partner support activities which includes a strong focus on nurturing deeper, more strategic relationships with key parties
• Excellent communications & presentation skills
• Ability to develop requirements based on leadership input
• Ability to work effectively in a remote, virtual, global environment
Additional Information: Flexibility to be based in Bangalore or Gurugram or Pune or Chennai or Hyderabad and travel when required

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Job candidates will not be obligated to disclose sealed or expunged records of conviction or arrest as part of the hiring process.

Accenture is committed to providing veteran employment opportunities to our service men and women.

COVID-19 update:  The safety and well-being of our candidates, our people and their families continues to be a top priority. Until travel restrictions change, interviews will continue to be conducted virtually. 

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