Senior Principal Consultant - Solution 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 Integration Architect 
We are looking for experienced candidate in the field of Information and Technology with hands-on experience in Amazon Connect. 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
•    Strong expertise in integration technologies, including API management, message queues, and middleware.
•    Knowledge of best practices for securing APIs, including authentication, authorization, and encryption, to ensure the integrity and confidentiality of data during integration processes.
•    Experience with cloud-based integration platforms and services (e.g., MuleSoft, Dell Boomi, Apache Camel).
•    Knowledge of enterprise architecture principles and best practices.
•    Expertise in implementing robust monitoring and logging mechanisms to track the health and performance of integration solutions, enabling proactive issue identification and resolution.
•    Familiarity with version control systems for managing changes to integration components, ensuring traceability and reproducibility.
•    Proven ability to identify and address performance bottlenecks in integration solutions, optimizing data throughput and minimizing latency.
•    Proven experience in integrating different social media channels, Voice, emails and SMS into the application.
•    Proven experience in CTI based integrations with telephony systems.
•    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
•    Amazon Connect: Business and Technical accreditation.
•    Amazon Connect Experience 
•    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.

Why 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 'starter kit,' paying to apply, or purchasing equipment or training.