Cognitud Advisory

Amazon Connect - Manager

Category: Contact Centre- Song

Experience:8+ Years
Location:Gurgaon, Mumbai, Bangalore, Kolkata, Pune, Hyderabad

Your team

As a leading global professional services company, you are invited to join a vibrant team and explore a diverse range of opportunities in strategy, consulting, digital, technology, and operations. You will be a part of a collaborative environment that combines unmatched experience and specialized skills across 40+ industries. This leading enterprise, at the intersection of business and technology, is dedicated to helping clients enhance performance and create sustainable value for stakeholders.

Your job

  • Design, implement, and manage Amazon Connect-based contact center solutions for enterprise service operations.
  • Optimize service delivery across multiple channels, ensuring high-quality customer experience.
  • Define and monitor KPIs, dashboards, and reporting frameworks to track performance and drive improvements.
  • Lead automation initiatives, including AI/ML integrations such as chatbots and speech analytics.
  • Collaborate with business stakeholders, IT teams, and vendors to ensure seamless operations.
  • Manage and mentor teams, driving adoption of best practices and ensuring effective service delivery.
  • Support large-scale deployments and operational readiness, ensuring scalability and reliability.

Capabilities

  • Strong experience in Amazon Connect for designing, implementing, and managing cloud-based contact center solutions.
  • You must have expertise in service operations, customer experience management, and contact center technology.
  • Hands-on experience with IVR design, routing strategies, and integrations with CRM and backend systems.
  • Proven ability to manage large-scale deployments and optimize service delivery across multiple channels.
  • Knowledge of cloud architecture, telephony systems, and omnichannel communication platforms.
  • Strong stakeholder management skills, collaborating with business, IT, and external vendors.
  • You should be able to define KPIs, reporting frameworks, and operational dashboards to monitor performance.
  • Experience in driving automation and AI/ML integrations within contact center workflows (chatbots, speech analytics, etc.).
  • Strong leadership skills to manage teams, mentor staff, and ensure adoption of best practices.

Qualifications

MBA from Tier 1 institute/Master’s degree