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Vice President, Amazon Connect Solution Architect

0 years

0 Lacs

Gurgaon

Posted:5 days ago| Platform: GlassDoor logo

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Skills Required

connect drive ai scaling technology cutting data service strategy architecture portfolio ip aws gcp engagement engineering pipeline portfolios analytics prototype design deployment integration management leadership consulting ml sip voip crm salesforce servicenow chat zendesk devops healthcare automation learning integrity kit

Work Mode

On-site

Job Type

Part Time

Job Description

Ready to shape the future of work?
At Genpact, we don’t just adapt to change—we drive it. 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, tech-driven environment, love solving real-world problems, and want to be part of a team that’s shaping the future, 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 Vice President, Amazon Connect Solution Architect !

We are seeking a dynamic, growth-oriented leader to head our Customer Experience / Contact Center CcaaS advanced technology practice, with a focus on Amazon Connect-based solutions. This role is an opportunity to shape and scale one of the most strategic CX offerings in the market today—anchored on Agentic AI, Generative AI and customer service technologies.
As Vice President, you will drive the strategy, solution architecture, and execution of our CX technology service line, building a differentiated portfolio of industry-specific IP, co-innovating with AWS, GCP, Microsoft Dynamics and delivering large-scale transformation programs for global clients—across industries, with a heavy focus in banking and financial services, .
This is a unique opportunity to lead a high-growth business that blends deep domain, cloud-native architecture, applied AI, and real-time customer engagement technologies. You'll partner with AWS globally, influence client roadmaps, and lead a multidisciplinary team of engineers, architects, consultants, and GTM specialists to create tangible, measurable outcomes.
Responsibilities
Business and Practice Leadership
    Lead the global growth and delivery of our Amazon Connect service line, focusing on innovation, client value, and scale across priority industries.
    Define and operationalize a differentiated strategy in close partnership with AWS and internal teams (engineering, GTM, delivery).
    Build and mentor a high-performing team of technical and business leaders across regions.
    Serve as the executive liaison to AWS partner teams, jointly driving pipeline, solution launches, and field enablement.
P&L Management
    Own and manage the Profit & Loss (P&L) of assigned client portfolios or regional operations.
    Track revenue, cost, and margin; identify opportunities to optimize delivery costs and increase profitability
Innovation and IP Development
    Architect and launch reusable assets, industry accelerators, and solution frameworks built on AWS—leveraging Amazon Connect, Lex, Q in Connect, Voice ID, Wisdom, Contact Lens, Tasks, Cases, Bedrock and more.
    Deliver end-to-end solutions that extend Amazon Connect capabilities, such as intelligent agent desktops, proactive and personalized customer engagement journeys, and AI-driven analytics and automation.
    Prototype new features, build demos for strategic pursuits, and maintain a future-ready solution roadmap aligned to industry needs.
Client Engagement and Delivery Oversight
    Act as the executive sponsor and strategic architect on major global transformation programs, with a focus on outcome-driven CX modernization.
    Oversee design and deployment of cloud contact center platforms, ensuring seamless integration with CRMs, case management, knowledge bases, and digital channels.
    Collaborate with delivery leaders to ensure operational excellence, client satisfaction, and timely execution at scale.
Thought Leadership and Market Influence
    Represent the firm externally as a leading authority on cloud CX transformation and AI-first customer engagement.
    Drive executive conversations, shape complex pursuits and proposals, and lead strategic RFPs in partnership with GTM and pre-sales teams.
    Publish thought leadership, speak at AWS and industry events, and help shape market perception of our capabilities in the space.

Minimum Qualifications / Skills
    Experience in enterprise technology or consulting, with a strong background in customer experience, contact center, or cloud transformation.
    Experience in leading Amazon Connect implementations at scale, including enterprise migrations and multi-region deployments.
    Own and manage the Profit & Loss (P&L) of assigned client portfolios or regional operations
    Proven success in building and scaling technology practices or service lines, ideally with global delivery exposure and AWS alliance experience.
    Deep expertise in AWS services, including Amazon Connect, Lex, Lambda, Pinpoint, Contact Lens, Wisdom, Q in Connect, and related AI/ML offerings.
    Hands-on knowledge of telephony (SIP/VoIP), CRM integrations (Salesforce, ServiceNow), and digital channels (chat, social, email).
    Experience in adjacent CcaaS platform technologies such as MS Dynamics, GCP CCAI, Genesys, Five9, Nice CXone, Zendesk, WFM technologies
    Strong executive presence and experience in influencing senior clients, leading diverse teams, and navigating complex global programs.
Preferred Qualifications/ Skills
    Experience applying generative AI to enhance customer experience workflows.
    Familiarity with AWS CCI (Contact Center Intelligence) solutions.
    Experience with DevOps practices in the context of cloud contact center deployment.
    Background in BFSI, healthcare, or regulated industries preferred but not required.

Why join Genpact?
    Be a transformation leader – Work at the cutting edge of AI, automation, and digital innovation
    Make an impact – Drive change for global enterprises and solve business challenges that matter
    Accelerate your career – Get hands-on experience, mentorship, and continuous learning opportunities
    Work with the best – Join 140,000+ bold thinkers and problem-solvers who push boundaries every day
    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 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.

JobVice President

Primary LocationIndia-Gurugram

Education LevelBachelor's / Graduation / Equivalent

Job PostingJul 22, 2025, 12:02:07 AM

Unposting DateOngoing

Master Skills ListOperations

Job CategoryFull Time

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