Genpact

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. We dream in digital, dare, and reinvent the ways companies work to make an impact far bigger than just our bottom line. 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 Consultant – Full Stack Developer (Python/Java/.Net)

We are looking for candidate with experience in the field of IT as full stack developer in any of the languages Java, Python and .Net. 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

• 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 you!

Minimum Qualifications

• BE/BTECH/MCA
• Must have proven record of service improvements and excellent customer relationship management.

Preferred Qualifications/ Skills

• Strong experience with any one of the back-end development languages such as Java or Python or .NET
• Experience working with database systems such as MySQL, PostgreSQL, or Oracle or MongoDB.
• Know-how of front-end development languages such as HTML, CSS, and JavaScript.
• Hands on experience in developing or integrating API’s such as REST API, Web API, middleware integrations, integration with SSO systems.
• Deep understanding of Web services, Web hooks, REST API’s
• Knowledge of version control systems, such as Git or SVN
• Understanding of the AWS services such as Amazon connect, Lex, Lambda, Amazon Translate, Amazon Comprehend, DynamoDB, Kinesis streams, etc.
• Hands on experience with developing one or more of below.

o Virtual Agent (Voice / Chat)

o Agent Assist with KB search, Next best action, Translation / Transcription capabilities

o Voicemail applications

o SMS or social media integration with Contact Center

• Excellent problem-solving skills and the ability to think critically and independently.Amazon Connect: Business and Technical accreditation.
• Mandatory Amazon Connect Migration and implementation experience.

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

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

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. Get to know us at www.genpact.com and on X, Facebook, LinkedIn, and YouTube.

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.