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Amazon Connect Functional Lead - R00349876 - Toronto

Accenture

Toronto, Ontario

Amazon Connect Functional Lead - R00349876 - Toronto

Accenture

Toronto, Ontario
 
Salary: $99450-$209900
 
Are you ready to step up to the New and take your technology expertise to the next level?   Accenture is looking for passionate and customer obsessed AWS cloud developers and AWS solutions architects to join our AWS Practice. You will help drive innovation, build differentiated solutions, and define new customer experiences for our customers (and customer’s, customers). You’ll work with smart people across our industry, specialist organizations, and technology groups to help our customers get the most out of AWS in their cloud journey.   The AWS Practice is home to our deepest AWS experts and supports Accenture’s more than 1,500 certified AWS architects across the company. Join our team and be among Accenture’s most talented AWS practitioners, our AWS SWAT team. The group is responsible for Accenture’s most complex AWS projects and provides our delivery capability for the Accenture AWS Business Group (AABG). AABG is the deepest relationship Amazon Web Services has with any partner in the ecosystem. Choosing Accenture and the AWS Practice will take your AWS experience and skills to the next level and allow you to work in an innovative and collaborative environment. At Accenture, you can lead the world’s largest enterprises on the path to native cloud transformation and serverless, on the leading edge of cloud.   Join Accenture and help transform leading organizations and communities around the world. The sheer scale of our capabilities and client engagements and the way we collaborate, operate and deliver value provides an unparalleled opportunity to grow and advance. Choose Accenture and make delivering innovative work part of your extraordinary career.   Learn more about our AABG and AWS at Accenture here: https://www.accenture.com/us-en/service-aws-cloud    You Are: A skilled Amazon Connect Functional  Specialist with deep expertise Amazon connect capabilities including  designing and configuring customer, supervisor and agent  experiences within cloud contact center environments. You have a strong understanding of contact center operations and excel at translating business requirements into Omni-Channel experiences including routing strategies, contact flows, NLU and conversational AI, that improve both customer and agent experiences. You are passionate about optimizing customer interactions through intelligent routing, IVR design, self-service capabilities, and seamless integration with AWS services and enterprise applications. You work closely with business stakeholders, product owners, architects, and development teams to design, test, and continuously improve Amazon Connect solutions that drive operational efficiency and customer satisfaction. The Work: Routing & Contact Flow Design Design  Amazon Connect routing solutions, contact flows, queue structures, skills-based routing, callbacks, transfers, and escalation paths. Design customer experience journeys DTMF, NLU and conversational AI capabilities Translate business requirements into efficient customer journeys across voice and digital channels. User  Experience Optimization 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 to enable clients to improve solution effectiveness, channel  experiences, self-service capabilities, and operational efficiency. Enable solutions for supporting workstreams such as WFM, QM, reporting and analytics teams. Amazon Connect Administration DesignAmazon Connect configurations including contact flows, hoop, routing and queues, skills. Design Contact Lens evaluation forms, rules and notifications, recording and speech analytics Support testing, deployment, and troubleshooting of configurations and  enhancements. AWS & Enterprise Integrations Collaborate with technical teams to integrate Amazon Connect with AWS services and enterprise applications, including CRM and back-end systems. Stakeholder & Operational Support Partner with business and operations teams to gather requirements, deliver  solutions, , and recommend continuous improvements.

We are committed to hiring military and Veteran spouses and encourage you to identify your connection with the MSEN when reaching out to us or applying to any of our open roles.

 

Have questions or want to learn more about us? We would love to hear from you!

richard.a.murray@accenture.com

 

Whenever possible, reach out to a named contact rather than a general inbox  - it helps ensure a quicker, more personalized response. If you hit a bounce-back, let us know at

employment.Emploi@cfmws.com

 

About Accenture

Accenture is a talent and innovation-led organization helping companies to reinvent and keeping our clients ahead of change. Across more than 120 countries and 40 industries, we work as one team with a common goal: to create 360-degree value for our clients, people, shareholders, partners and communities, by embracing change.

You’ll work with top companies - clients and ecosystem partners and interact with leaders from every industry. When we bring our breadth of technological capabilities together with our ingenuity, they are greater than the sum of their parts. Help our clients reinvent. Reimagine iconic brands. Bring new products, ideas and ways of working to life with emerging technology.

We take a broad view of diversity that reflects all our people, and we are committed to ensuring everyone feels connected, with a strong sense of trust and belonging. We focus on fostering allyship, learning, inclusive ways of working, vibrant employee resource groups and networks, and accessibility, along with marking meaningful cultural observances with our people. Our networks nurture trusted relationships, mentorship opportunities and avenues for growth, benefiting participants across all career levels and fostering community and inclusion at both the global and local levels.

We take flexibility seriously — focusing not only on where but also when and how you work. We hire and develop people who have different backgrounds, different perspectives, and different lived experiences. Wherever you work, whatever skills you want to grow, there’s a program for you. We invest in our people’s capabilities so they can work with purpose, and boldly and innovatively solve problems. Continuous learning is our superpower. We put skills at the heart of everything we do. We continuously prepare our people to meet new demands and in turn, help ensure they remain highly relevant with vibrant career pathways, inside or beyond Accenture.

We encourage our people to bring their authentic selves to work and our commitment to our 750,000+ people from a variety of cultures, beliefs and backgrounds makes us more innovative. Our offices are more than just places to plug in—they're environments designed to support connection, creativity and well-being. They’re inclusive and accessible, too. We operate our business with a clean conscience – with strong commitment to the environment, ethics and human rights, responsible buying and community impact.

Join our exceptional people who are combining their ingenuity with the latest technologies to solve some of the world’s biggest challenges.