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About the Role

Accenture is seeking skilled Amazon Connect Functional Specialists to join our AWS Practice. You will drive innovation, build solutions, and define new customer experiences by leveraging deep expertise in Amazon Connect capabilities and AWS services. This role is crucial for Accenture's most complex AWS projects and supports our deep relationship with Amazon Web Services.

Responsibilities

• Design Amazon Connect routing solutions, contact flows, queue structures, skills-based routing, callbacks, transfers, and escalation paths.
• Design customer experience journeys using DTMF, NLU, and conversational AI capabilities.
• Translate business requirements into efficient customer journeys across voice and digital channels.
• 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.
• Enable solutions for supporting workstreams such as WFM, QM, reporting, and analytics teams.
• Design Amazon Connect configurations including contact flows, hoop, routing, queues, and skills.
• Design Contact Lens evaluation forms, rules, and notifications, recording, and speech analytics.
• Support testing, deployment, and troubleshooting of configurations and enhancements.
• Collaborate with technical teams to integrate Amazon Connect with AWS services and enterprise applications.
• Partner with business and operations teams to gather requirements, deliver solutions, and recommend continuous improvements.

Requirements

• 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, and Contact Lens.
• Minimum of 3 years' experience working with AWS services, including AWS Lambda, DynamoDB, Amazon S3, CloudWatch, and 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, and 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.

Skills

• Amazon Connect
• AWS Cloud
• Amazon Connect Functional Specialist
• Amazon Connect capabilities
• Amazon Connect routing
• Contact flows
• NLU
• Conversational AI
• Omni-Channel experiences
• Routing strategies
• IVR design
• Self-service capabilities
• AWS services integration
• Enterprise applications integration
• CRM integration
• Contact Lens
• Skills-based routing
• Queue management
• Callback handling
• Reporting and analytics
• AWS Lambda
• DynamoDB
• Amazon S3
• CloudWatch
• Amazon Lex
• Workforce management (WFM)
• Quality management (QM)
• Customer journey mapping
• Voice and digital customer engagement

Location

• British Columbia
• Ontario
• New Brunswick

Work Type

• Hybrid

Experience Level

• Minimum of 3 years' hands-on functional experience with Amazon Connect Contact Center
• Minimum of 3 years' experience designing and implementing routing strategies
• Minimum of 3 years' experience configuring and managing Amazon Connect features
• Minimum of 3 years' experience working with AWS services

Education Level

• Bachelors in computer science or related field

Salary/Compensations

• $99,450 to $209,900

Benefits

• Information on benefits is here

About the Company

• Accenture is a leading global professional services company that helps the world’s leading businesses, governments and other organizations build their digital core, optimize their operations, accelerate revenue growth and enhance citizen services—creating tangible value at speed and scale.
• We are a talent- and innovation-led company with approximately 791,000 people serving clients in more than 120 countries.
• Technology is at the core of change today, and we are one of the world’s leaders in helping drive that change, with strong ecosystem relationships.
• We combine our strength in technology and leadership in cloud, data and AI with unmatched industry experience, functional expertise and global delivery capability.
• Our broad range of services, solutions and assets across Strategy & Consulting, Technology, Operations, Industry X and Song, together with our culture of shared success and commitment to creating 360° value, enable us to help our clients reinvent and build trusted, lasting relationships.
• We measure our success by the 360° value we create for our clients, each other, our shareholders, partners and communities.
• Visit us at www.accenture.com

Equal Opportunity

• We believe that no one should be discriminated against because of their differences. All employment decisions shall be made without regard to age, race, creed, color, religion, sex, national origin, ancestry, disability status, military veteran status, sexual orientation, gender identity or expression, genetic information, marital status, citizenship status or any other basis as protected by applicable law.
• Our rich diversity makes us more innovative, more competitive, and more creative, which helps us better serve our clients and our communities.