Job Description

Wipro Limited (NYSE: WIT, BSE: 507685, NSE: WIPRO) is a leading technology services and consulting company focused on building innovative solutions that address clients' most complex digital transformation needs. Leveraging our holistic portfolio of capabilities in consulting, design, engineering, and operations, we help clients realize their boldest ambitions and build future-ready, sustainable businesses. With over 230,000 employees and business partners across 65 countries, we deliver on the promise of helping our customers, colleagues, and communities thrive in an ever-changing world. For additional information, visit us at www.wipro.com.

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Ensure customer success in building and launching AWS Connect solutions

Working in tandem with engineering team to identify & implement the most optimal cloud-based solutions

Act as a technical liaison between customers, partners, service engineering teams and support

Managing cloud environments in accordance with company security guidelines.

Managing software evaluations for cloud migrations for customer service channels

Employing exceptional problem-solving skills, with the ability to see and resolve issues before escalations.

Educating teams on the implementation of new cloud-based initiatives, providing associated training as required.

Setting up pilots and POC for solution evaluations and further migration to production

Providing digital experience, business automation solutions using AI/Client as well as contact center technologies


Basic Qualifications

10+ years of IT Experience in customer service technologies including contact center cloud-based products, solution design and implementation.

Experienced IVR technical lead with 4+ years of AWS connect / Genesys telephony solutions experience

AWS connect Tech Lead with minimum 2 enterprise implementation for multiple countries

Should have experience building both call and chat flows in AWS connect

Good hands on in designing Lex chatbot and integration with Salesforce Service Cloud and other third-party applications using REST APIs/ database

Experience includes people and team management, enterprise architecture and technical leadership.

Experience building integrations across WFM, CRM, Unified Communications, and contact center solutions

Working knowledge of popular communications protocols and APIs such as WebRTC and SIP

3+ years of customer-facing experience, preferably in the enterprise space

Experience developing solutions and passion for getting hands dirty with code/scripting (e.g., Python, Java, .NET, Node.js)


Required Skills:

Amazon Connect, Contact Flow Design, Lambda, Call Center Routing, Step Functions, LEX, Polly, Transcribe, S3, Dynamo, Athena, Kinesis, Cloud Watch, Cloud Formation, Contact Lens, AWS Q, Lex Chatbot, Outbound Campaign, Pinpoint, Workforce management tool


Preferred Qualifications

4+ years hands-on experience building complex solutions, ideally SaaS in the cloud

An advanced degree in computer science, engineering

Strong awareness of networking and internet protocols, including TCP/IP, DNS, SMTP, HTTP and distributed networks.


Knowledge and/or experience in one or more of the following:

Building and designing web services in the cloud, along with implementing the set-up of geographically redundant services.

Deploying and debugging cloud initiatives as needed in accordance with best practices throughout the development lifecycle.

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Competencies

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Client Centricity
Passion for Results
Execution Excellence
Problem Solving & Decision Making
Effective communication
Reinvent your world. We are building a modern Wipro. We are an end-to-end digital transformation partner with the boldest ambitions. To realize them, we need people inspired by reinvention. Of yourself, your career, and your skills. We want to see the constant evolution of our business and our industry. It has always been in our DNA - as the world around us changes, so do we. Join a business powered by purpose and a place that empowers you to design your own reinvention. Come to Wipro. Realize your ambitions. Applications from people with disabilities are explicitly welcome.