Amazon Connect Analyst/Developer

Description

**Accenture Song** is Accenture’s unit that combines creativity, data, technology, and design to create relevant and scalable customer experiences. We are seeking professionals specialized in **Amazon Connect** to join a team driving the evolution of contact center solutions for a leading client in the healthcare sector. You will participate both in defining functional requirements for new capabilities and in configuring and developing contact flows, conversational automations, and AI-based solutions, working in an agile and collaborative environment. **Responsibilities** --------------------- * Analyze business needs and define solutions for contact center environments. * Design, configure, and evolve contact flows in **Amazon Connect**. * Develop conversational experiences and voice bots using **Amazon Lex**. * Implement use cases of **generative AI** using Amazon Bedrock. * Integrate Amazon Connect with Salesforce and other corporate systems via APIs and AWS Lambda. * Perform functional and end-to-end testing to ensure solution quality. * Author and maintain functional and technical documentation. * Actively participate in agile ceremonies and collaborate with multidisciplinary teams. **Mandatory Requirements** * \+2 years of experience in contact center and conversational channel projects. * Experience with **Amazon Connect** (Contact Flows, queues, routing profiles, and platform configuration). * Experience in **functional analysis**, requirements gathering, and contact flow design. * Knowledge of **Amazon Lex** for designing and configuring conversational bots. * Experience designing voice experiences and automated conversations. * Familiarity with **AWS Lambda** and integration of cloud services and REST APIs. * Experience working in agile environments using tools such as **Jira** and **Confluence**. * Professional English (minimum B2\). **Preferred Qualifications** * Experience with **Amazon Bedrock** and generative AI solutions applied to contact centers. * Knowledge of **Salesforce Service Cloud Voice** and Salesforce Service Cloud. * AWS certifications. * Familiarity with monitoring using **Amazon CloudWatch**. * Experience in regulated sectors (healthcare, pharma, etc.). * Proficiency with conversational design tools such as **Voiceflow** or **Figma**. At **Accenture**, a company recognized as a Great Place To Work®, we champion a hybrid work model that—leveraging technology and our facilities—enables us to sustain the essential human connection required to collaborate effectively with our teams and clients. This connection allows us to uphold our culture of inclusion and diversity and, according to Refinitiv, makes us the world’s most diverse company. Additionally, we offer other **BENEFITS**, including: * Health, life, and accident insurance * Medical services and wellness programs * Flexible compensation program and employee stock purchase plan * Flexibility programs (flexible hours, additional days off, vacation time, etc.) * Personalized learning and development path * Sustainability initiatives and the Accenture Foundation * Employee networks focused on diversity * Other benefits: Bankinter office with special conditions and profit-sharing