Amazon Connect Architect

We are seeking a dynamic Amazon Connect Architect to drive the architecture and design of our sophisticated IVR and Contact Center solutions.

The ideal candidate will lead the AWS architecture strategy, ensuring seamless integration and deployment of contact center technologies at scale.

Responsibilities

• Define and guide the AWS architecture strategy, roadmap, and technical direction for AWS Connect solutions
• Lead the design, development, and deployment processes of contact center solutions
• Work on the migration of on-prem IVR systems to AWS Connect
• Facilitate integrations with CRM and WFM platforms, specifically Salesforce
• Manage complex integrations leveraging Amazon Lex, Lambda, Lens, Polly, Pinpoint, and KVS
• Oversee experience in serverless development and maintain robust serverless Cloud-native services
• Ensure high-quality unit testing and debugging of developed solutions
• Actively participate in the RFI and RFP processes to secure new business opportunities
• Maintain and manage source code effectively using Gitlab, GitHub, Bitbucket, or Code Commit
• Continuously explore new AWS services and features to enhance solution offerings

Requirements

• Overall, 11 to 18 years of experience with a minimum of 2-3 years in architecting complex IVR and contact center platforms
• Proven experience in building call center, collaboration, or telephony platforms in a Cloud or On-Premises environment
• Background in professional services or consulting in customer-facing roles
• Proficiency in enterprise call center/telecom implementation and operations
• Hands-on experience in software development/DevOps, integrating contact center platforms with CRMs and WFMs
• Familiarity with Amazon Connect capabilities and required deployment skills, including Genesys
• Knowledge of serverless Cloud-native services such as Lambda functions, SNS, SQS, DynamoDB, API Gateway, Step functions, S3, IAM, LEX Designer, CloudWatch, and CloudTrail
• Strong unit test and debugging capabilities
• Experience in Source Code Management tools like Gitlab, GitHub, Bitbucket, or Code Commit

Nice to have

• Prior experience with other contact center platforms like Avaya and Cisco
• Expertise in working with AWS Java SDK to call AWS services