Senior Principal Consultant – Amazon Connect Architect

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 Senior Principal Consultant - Amazon Connect Architect

We are seeking an experienced IT professional with strong expertise in Amazon Connect and AWS Agentic Solutions to design, build, and manage advanced cloud-based contact center systems. The ideal candidate will play a key role in configuring end-to-end contact center solutions, enhancing customer and agent experiences through intelligent automation, and developing custom features beyond standard platform capabilities.

Responsibilities
.Lead the design, architecture, and implementation of end-to-end contact center solutions using Amazon Connect.
.Architect and integrate AWS Agentic services such as Bedrock, Agent Core, and other AI/ML services into customer engagement workflows
.Develop and customize features not available out-of-the-box in Amazon Connect, including:
.Custom agent desktop interfaces
.AI-driven IVR and conversational self-service (voice & chat)
.Predictive and personalized customer experience workflows
.Oversee and implement complex integrations between contact center platforms and enterprise systems (CRM, backend services, APIs)
.Collaborate with cross-functional teams to understand client requirements and translate them into scalable technical solutions.
.Ensure performance, reliability, and scalability of contact center applications
.Continuously explore and implement innovative AI-driven enhancements for customer engagement

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 hands-on experience with Amazon Connect
.Strong programming experience in one or more languages: Python, Node.js, Java, or similar
.Experience with AWS ecosystem, particularly AI/ML and Agentic services (e.g., Bedrock, Agent Core)
.Proficiency in designing IVR flows, chatbots, and customer journey orchestration
.Experience in building custom UI components (agent desktop) and backend integrations
.Knowledge of APIs, microservices, and cloud-native architecturesWhy 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 %27starter kit,%27 paying to apply, or purchasing equipment or training.