Architect

Role: Amazon Connect Solutions Architect

Minimum of 10 years of experience in designing, implementing, and supporting contact center solutions

• Extensive hands-on experience with Amazon Connect, AWS services (e.g., Lambda, S3, DynamoDB, CloudFormation), and related technologies

• Strong understanding of contact center concepts, such as IVR, ACD, call routing, and workforce management

• Proficiency in programming/scripting languages, such as Python, JavaScript, or Java

• Excellent problem-solving skills and ability to troubleshoot complex technical issues

• Effective communication skills with the ability to articulate technical concepts to both technical and non-technical audiences

• Ability to identify key contact center Features and help customers with MVp definition

Responsibilities:

• Collaborate with clients to understand their business requirements and design customized contact center solutions leveraging Amazon Connect and other AWS services

• Lead the implementation of Amazon Connect solutions, including configuring contact flows, integrating with CRM systems like Zendesk, setting up telephony services, and ensuring seamless operation

• Develop custom solutions and integrations using AWS Lambda, AWS Step Functions, and other AWS services to meet unique business needs and enhance contact center functionality

• Continuously monitor and optimize Amazon Connect configurations and workflows to improve performance, scalability, and efficiency

• Conduct thorough testing of contact center solutions to ensure they meet quality standards, functional requirements, and client expectations

• Prepare comprehensive technical documentation, including architecture diagrams, deployment guides, and user manuals

• Provide training and support to client teams as needed

• Serve as a trusted advisor to clients, providing expert guidance on contact center best practices, industry trends, and AWS capabilities

• Work closely with cross-functional teams, including developers, architects, project managers, and business stakeholders, to deliver integrated solutions that align with client goals and objectives

• Create CI/CD pipelines and/or DevOps automation

• Development of custom reports and dashboards.