We are seeking a highly skilled CCaaS Architect specializing in Amazon Connect to design and implement cutting-edge contact center solutions. This role will involve leveraging your expertise in cloud-based technologies to develop scalable, secure, and efficient architectures that enhance customer interaction capabilities.
Responsibilities
- Involve in technical design and decision-making for integrations architecture
- Produce the target state architecture based on AWS Connect in Bring-Your-Own-Telephony setups
- Support estimation efforts for project planning and resource allocation
- Design end-to-end CCaaS architecture using Amazon Connect, Salesforce SCV, Lambda and other core AWS services
- Define and implement call routing and handling logic integrated with Salesforce SCV
- Establish security best practices within Amazon Connect to ensure compliance and protect customer data
- Define backup and disaster recovery strategies for Amazon Connect flows, call recordings, and configurations
- Collaborate with DevOps teams for automated Amazon Connect resource deployments
- Optimize the performance of Amazon Connect to ensure efficient call handling and customer experiences
- Develop high-quality code aligned with industry standards and best practices
- Stay informed on new Amazon Connect features and advocate for strategic improvements in operations
Requirements
- 13-18 years of experience in software engineering and architecture roles
- Hands-on expertise with Amazon Connect, Amazon Lex, and AWS CLI
- Strong background in Salesforce SCV integration, S3, and Amazon Connect APIs
- Experience in IVR design using Amazon Lex, Polly, Lambda, and DynamoDB
- Knowledge of Contact Lens for speech analytics, transcription, and sentiment analysis
- Familiarity with monitoring tools like CloudWatch, CloudTrail, and Datadog
- Skills in building integrations across WFM, CRM, and unified communications systems
- Understanding of security implementations and compliance requirements for Amazon Connect
- Strong communication and cross-functional collaboration skills
