Dear Candidates
Greetings from Cognizant!!
Cognizant hiring for Amazon connect Delivery Lead across all locations
Join us as an
Amazon Connect Delivery Lead and take charge of delivering next-gen contact center solutions. From strategy to execution, you'll play a key role in shaping seamless, intelligent, and scalable customer engagement platforms. Please find the Job description below
Required Qualifications
- Location: Preferred- Chennai. Other location: Bangalore/ Hyderabad
- Experience: Minimum 15+ years of experience in contact center technology delivery within Banking & Financial Services (BFS) environments
- Deep expertise in Amazon Connect, including IVR design, Lex bots, Lambda orchestration, integrations, and analytics
- Strong understanding of AIenabled contact center solutions (Conversational AI, GenAI IVR, Agent Assist, Speech Analytics)
- Proven experience operating within regulated environments, including governance, risk, compliance, and audit alignment
- Experience leading large offshore and distributed delivery teams
- Strong stakeholder management and executive communication skills
Role Summary
The Delivery Lead is responsible for leading largescale contact center transformation, stabilization, and innovation initiatives for
Amazon Connect–based cloud contact center platform. The role owns endtoend delivery across multiple Lines of Business, encompassing IVR modernization, AI enablement, platform reliability, and governancedriven production rollout in a highly regulated BFS environment.
This role operates within an offshore delivery model while partnering closely with client, Contact Center Engineering, Risk, Compliance, and AWS teams to modernize, scale, and govern the enterprise contact center ecosystem.
Key Responsibilities: Contact Center Platform Delivery & Transformation
- Lead endtoend solution delivery for Amazon Connect across multiple client programs, supporting thousands of agents across onshore and offshore locations.
- Deliver IVR modernization initiatives, conversational AI solutions, Agent Assist capabilities, and platform reliability enhancements aligned to enterprise standards.
- Own execution of complex platform enhancements and migrations, including IVR redesign, Amazon Lex V2 conversational bots, Lambdabased orchestration, application chaining, fraud detection integrations (e.g., Pindrop), voice analytics, and multilingual enablement.
AI Enablement & Controlled Adoption
- Drive adoption of advanced AI capabilities, including Generative AI IVR, Agent Assist, speech recognition optimization, and Agentic AI experimentation.
- Implement controlled rollout models enabling AI capabilities to be turned ON/OFF by use case and Line of Business, ensuring innovation without disrupting core Amazon Connect operations.
- Ensure AI adoption aligns with BFS regulatory expectations, enterprise risk posture, and audit requirements.
Governance, Risk & Compliance
- Establish and operationalize governancedriven delivery models aligned to the Three Lines of Defense, incorporating:
- Architecture and security reviews
- Risk and compliance gates
- Environment Readiness & Production Readiness Reviews (PRR)
- Auditready documentation and evidence packs
- Ensure all AI and platform changes meet internal controls, regulatory expectations, and enterprise approval processes prior to production deployment.
Innovation & Continuous Improvement
- Manage the delivery of the Contact Center Innovation Lab, defining intake, prioritization, and execution models for continuous improvement initiatives
- Proofofconcepts and pilots with AWS and internal stakeholders
- Convert innovation initiatives into productionready capabilities through disciplined governance and delivery frameworks.
Delivery management on the ongoing - Operational Excellence & Platform Reliability
- Oversee 24x7 production support, SRE, and BAU operations, including:
- Incident and problem management
- Reliability engineering and monitoring
- Automation and operational tooling
- Structured enhancement delivery
- Balance ongoing platform stability with continuous modernization and innovation initiatives.
Stakeholder & Vendor Management
- Act as the primary delivery interface between Cognizant, and AWS, coordinating multivendor teams and balancing delivery velocity with compliance, security, and architectural standards.
- Provide executivelevel updates, roadmap recommendations, risk assessments, and outcomebased reporting to client leadership and internal stakeholders.
