Job Description

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 Assistant Vice President, Amazon Connect Solution Architect!Be part of a new team creating innovative services to help big companies succeed. Focus on improving customer experience, attracting new customers, using social media effectively, and analyzing data. Lead the strategy for growing banking contact centers by creating technology solutions that modernize these centers and show clear business results. Be a leader in the market by securing big deals, sharing ideas with top executives, and expanding the business through partnerships and new ideas.Responsibilities\xc2\xb7 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.\xc2\xb7 Create Proof of Concept for new features released with Amazon Connect\xc2\xb7 Create prototypes / build demos for business scenarios usingo 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.o AWS CCI solutions and AWS services part of Cognitive CX.o Amazon Connect integrations with CRM / ticketing tools / 3rd party applications etc.o Amazon Connect based automations / accelerators\xc2\xb7 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.\xc2\xb7 Keep updated on latest developments in CCaaS platforms with focus on Amazon Connect\xc2\xb7 Create Point of views around Amazon Connect and other CCaaS platforms such as Genesys etc.Qualifications we seek in you!Minimum Qualifications / Skills\xc2\xb7 Relevant years of experience in IT industry, with focus on Contact Center technologies\xc2\xb7 Minimum years of experience in designing and implementing Amazon Connect solutions.\xc2\xb7 Should have performed at least 6 Amazon Connect migrations (high / medium complexity)\xc2\xb7 Strong understanding of Amazon Connect and AWS eco system constituting Cognitive CX.\xc2\xb7 Strong understanding with telephony systems and VoIP technologies\xc2\xb7 Expertise in design and implementation of Call back, IVR, routing strategies, CRM integration.\xc2\xb7 Expertise in designing and implementing conversational interfaces using Amazon Lex.\xc2\xb7 Expertise in integration methodologies, Eg: API based, message queues, and middleware.\xc2\xb7 Expertise in building Chat Applications using Amazon Connect Chat and Amazon Lex.\xc2\xb7 Experience in integrating social and other digital media channels with Amazon Connect chat.\xc2\xb7 Experience in implementing outbound campaigns, proactive notifications with Amazon Connect and other services like Pinpoint, SNS and SES.\xc2\xb7 Experience in creating custom Agent Desktop, Agent Assist solutions, Agent workspace\xc2\xb7 Experience in creating custom Amazon Connect reports and dashboards with Quick Sight.\xc2\xb7 Experience in implementing use cases of Amazon Connect Contact Lens, Cases, Tasks, Optimization, Wisdom, Amazon Q in Connect, Voice ID, Connect Data Lake etc.\xc2\xb7 Ability to work independently and collaboratively in a fast-paced environment.\xc2\xb7 Excellent communication and interpersonal skills.\xc2\xb7 Good at MS PowerPoint and ExcelPreferred Qualifications/ Skills\xc2\xb7 Know-how of Generative AI solutions using Amazon Connect is preferred.\xc2\xb7 Know-how of AWS CCI solutions is preferred.\xc2\xb7 Experience in DevOps is preferred.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 and on , , , and .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.

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