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 Senior Principal Consultant – Amazon Connect Integration Architect

In this role, We are looking for experienced candidate in the field of Information and Technology with hands-on experience in Amazon Connect. In this role you will be required to configure and maintain end to end contact centre using Amazon Connect and AWS services. Help design and develop features that are not off-the-shelf available with Amazon Connect and required by clients, like customized agent desktop, predictive, personalized experience. Configure host integrations for IVR and agent desktop.

Responsibilities

· Strong expertise in integration technologies, including API management, message queues, and middleware.

· Knowledge of best practices for securing APIs, including authentication, authorization, and encryption, to ensure the integrity and confidentiality of data during integration processes.

· Experience with cloud-based integration platforms and services (e.g., MuleSoft, Dell Boomi, Apache Camel).

· Knowledge of enterprise architecture principles and best practices.

· Expertise in implementing robust monitoring and logging mechanisms to track the health and performance of integration solutions, enabling proactive issue identification and resolution.

· Familiarity with version control systems for managing changes to integration components, ensuring traceability and reproducibility.

· Proven ability to identify and address performance bottlenecks in integration solutions, optimizing data throughput and minimizing latency.

· Proven experience in integrating different social media channels, Voice, emails and SMS into the application.

· Proven experience in CTI based integrations with telephony systems.

· Configure and maintain end to end contact centre using Amazon Connect and AWS services.

· Help design and develop features that are not off-the-shelf available with Amazon Connect and required by clients, like customized agent desktop, predictive, personalized experience.

· Configure host integrations for IVR and agent desktop.

· Keep up to date with the latest features launched for Amazon Connect and AWS CCI. Test the new features and keep them ready for demo.

· Help in creating a prototype for new features required with Amazon Connect for industry requirements.

· Build custom demos for industry and vertical requirements.

· Training and upskilling the support team.

· Review existing clients AWS account and guide optimization of contact centre and AWS billing.

· AWS solution architect/sys ops certification

· Mandatory Amazon Connect Migration experience with minimum of 3 migrations.

· Amazon Connect implementation experience of 3 implementations.

· Contact Flow /IVR tree, Amazon Connect service quota optimization.

· Experience using Customer Profile, Tasks, Wisdom and Contact Lens for business scenario.

Qualifications we seek in youMinimum Qualifications / Skills

· BE/BTECH/MCA

· Must have proven record of service improvements and excellent customer relationship management.

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 genpact.com and on LinkedIn, X, YouTube, and Facebook.

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.