Job Description

Ready to build the future with AI?
At Genpact, we don't just keep up with technology--we set the pace. AI and digital innovation are redefining industries, and we're leading the charge. Genpact's AI Gigafactory, our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale. From large-scale models to agentic AI, our breakthrough solutions tackle companies' most complex challenges.
If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what's possible, this is your moment.
Genpact (NYSE: G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally. Through our deep business knowledge, operational excellence, and cutting-edge solutions - we help companies across industries get ahead and stay ahead. Powered by curiosity, courage, and innovation, our teams implement data, technology, and AI to create tomorrow, today. Get to know us at genpact.com and on LinkedIn, X, YouTube, and Facebook.
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

• 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.
• Create Proof of Concept for new features released with Amazon Connect
• Create prototypes / build demos for business scenarios using

o 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

• 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.
• Keep updated on latest developments in CCaaS platforms with focus on Amazon Connect
• Create Point of views around Amazon Connect and other CCaaS platforms such as Genesys etc.

Qualifications we seek in you!
Minimum Qualifications / Skills

• Relevant years of experience in IT industry, with focus on Contact Center technologies
• Minimum years of experience in designing and implementing Amazon Connect solutions.
• Should have performed at least 6 Amazon Connect migrations (high / medium complexity)
• Strong understanding of Amazon Connect and AWS eco system constituting Cognitive CX.
• Strong understanding with telephony systems and VoIP technologies
• Expertise in design and implementation of Call back, IVR, routing strategies, CRM integration.
• Expertise in designing and implementing conversational interfaces using Amazon Lex.
• Expertise in integration methodologies, Eg: API based, message queues, and middleware.
• Expertise in building Chat Applications using Amazon Connect Chat and Amazon Lex.
• Experience in integrating social and other digital media channels with Amazon Connect chat.
• Experience in implementing outbound campaigns, proactive notifications with Amazon Connect and other services like Pinpoint, SNS and SES.
• Experience in creating custom Agent Desktop, Agent Assist solutions, Agent workspace
• Experience in creating custom Amazon Connect reports and dashboards with Quick Sight.
• Experience in implementing use cases of Amazon Connect Contact Lens, Cases, Tasks, Optimization, Wisdom, Amazon Q in Connect, Voice ID, Connect Data Lake etc.
• Ability to work independently and collaboratively in a fast-paced environment.
• Excellent communication and interpersonal skills.
• Good at MS PowerPoint and Excel

Preferred Qualifications/ Skills

• Know-how of Generative AI solutions using Amazon Connect is preferred.
• Know-how of AWS CCI solutions is preferred.
• Experience in DevOps is preferred.

Why join Genpact?

• Lead AI-first transformation - Build and scale AI solutions that redefine industries
• Make an impact - Drive change for global enterprises and solve business challenges that matter
• Accelerate your career--Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skills
• Grow with the best - Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplace
• Committed to ethical AI - Work in an environment where governance, transparency, and security are at the core of everything we build
• Thrive in a values-driven culture - Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progress

Come join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters: Up.
Let's build tomorrow together.
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 respect and integrity, customer focus, and innovation.
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.

Skills Required