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CN - SONG - ACE - Amazon Connect - Manager

multiple locations +view all Job No. r00195526 Full-time
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Please be informed that at any given point in time, you can only have one "Active" application.

Please be informed that at any given point in time, you can only have one "Active" application.

Job Description

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.


Practice: Global Network SONG I Areas of Work: Cloud – AWS Cloud – Contact Center Transformation, Analysis and Implementation| Level: Manager | Location: Delhi, Mumbai, Bangalore, Gurgaon, Pune, Hyderabad and Chennai | Education Qualification (Mandatory): Post Graduation in Business Management |Years of Exp: 10-13 years

Explore an Exciting Career at Accenture

Are you passionate about scaling businesses using in-depth frameworks and techniques to solve customer facing challenges? Do you want to design, build and implement strategies to enhance business performance? Does working in an inclusive and collaborative environment spark your interest?

Then, this is the right place for you! Welcome to a host of exciting global opportunities within Accenture Strategy & Consulting’s Customer, Sales & Service practice.

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. As part of these, you will drive the following:

  • Lead a team responsible for designing, developing, and implementing contact center transformations on platforms led solutions across Cloud Contact Center transformation
  • People Development: Grow the practice and business by engaging in hiring across platforms, along with nurturing, upskilling existing team.
  • Project Delivery: Lead a team of contact center transformation consultants and engage with the client and implementation team: for conducting design sessions, requirement gathering and grooming, give regular working demos to all stakeholders, solution design and implementation activities
  • Work on creating business cases for journey to cloud, cloud strategy, cloud contact center vendor assessment activities
  • Work on creating Cloud transformation approach for contact center transformations
  • Work on innovative assets, proof of concept, sales demos for AWS cloud contact center
  • Support AWS offering leads in responding to RFIs and RFPs

Bring your best skills forward to excel at the role:

  • Seasoned Techno-functional professional with significant experience working on a large-scale Business / Operational Transformation project
  • Strong program management / people management skills
  • Good understanding of contact center technology landscape.
  • An understanding of AWS Cloud platform and services with Solution architect skills.
  • Deep expertise on AWS contact center relevant services.
  • Functional and technical understanding of APIs and other related integration (Salesforce, Service Now and Bot platforms) experience
  • Ability to understand customer challenges and requirements, ability to address these challenges/requirements in a differentiated manner.
  • Ability to help the team to implement the solution, sell, deliver cloud contact center solutions to clients.
  • Excellent communications skills
  • Ability to take new challenges and to be a passionate learner

Read about us.


Your experience counts!

  • Bachelor’s degree in related field or equivalent experience and Post-Graduation in Business management would be added value.
  • Minimum 8 years of experience in delivering software as a service or platform as a service projects related (pref. a mix of cloud and on-premise contact center platforms)
  • Hands-on experience working on the design, development and deployment of contact center solutions at scale.
  • Hands-on development experience with cognitive service such as Amazon connect, Amazon Lex, Lambda, Pinpoint, Comprehend, Transcribe
  • Experience in taking a lead role for building contact center applications that have been successfully delivered to customers

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.

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

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 Strategy's 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

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.


Bengaluru, Gurgaon, Mumbai, Pune

Please be informed that at any given point in time, you can only have one "Active" application.

Please be informed that at any given point in time, you can only have one "Active" application.

What people are saying about us

"Best Company to work with"

Current Employee - Software Test Engineer in Bangalore


Pros: best work place, flexible timing, work from home

Cons: Work life balance depends upon the project. Full Review



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