Pajaniraja Babou
Architect - Amazon Connect | Cloud Contact Center Expert | Service Cloud Voice | CX Specialist
- Role
- Architect - Amazon Connect at Accenture
- Location
- Bengaluru, KA, IN
- LinkedIn followers
- 500 followers
About Pajaniraja Babou
Amazon Connect Architect | Senior Technical Manager | Cloud & Contact Center Transformation LeaderWith 22+ years in IT, I bring a rare blend of deep technical expertise and seasoned leadership in driving large-scale transformation programs. As a Head of Amazon Connect COE and former Manager – Retail Platforms, I’ve led complex contact center modernization, cloud adoption, and customer experience initiatives across Healthcare, Insurance, Pharma, and Banking sectors.Amazon Connect Leadership:Contributing one of the largest contact center migrations globally, supporting over 100K agents and 250+ LOBs for a top-tier U.S. healthcare organization. Designed and executed multi-year, multi-phase modernization roadmaps including discovery, simplification, routing optimization, and global rollout. Delivered Service Cloud Voice implementations across 15+ countries with multilingual support and localization.Delivery & People Management:Managed cross-functional teams of 25+ across geographies. Accountable for staffing, mentoring, resource planning, campus and lateral hiring, and building high-performing Amazon Connect pods. Delivered full-lifecycle projects from discovery to go-live, ensuring technical excellence and strategic alignment.Banking Tech Management (10+ years):At Mashreq Bank, owned platforms for IVR, CRM, Mobile and Internet Banking, and Payments. Delivered major architecture revamps, launched mobile-to-mobile money transfer to India, and ensured compliance with UAE central banking systems.Other Hats I Wear:Pre-sales and GTM strategy, Agile delivery leadership, Product Ownership, Accelerator development, and consulting with AWS product teams. Certified in AWS, Azure, Salesforce, PMP, and alumnus of IIM Bangalore (EGMP).I thrive at the intersection of strategy, innovation, and execution — helping organizations reimagine customer experience through cloud-native technologies.
Experience
Architect - Amazon Connect
Aug 2021 — Present · Bengaluru, IN
Education
Indian Institute of Management Bangalore
Executive Management
2011 — 2012
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