We are seeking an experienced CCaaS Architect specializing in Amazon Connect to lead the technical design and implementation of cloud-based contact center solutions. In this role, you will drive integration architecture decisions, design end-to-end CCaaS solutions and ensure secure, high-performing contact center operations that align with business needs.
Responsibilities
- Lead technical design and decision making around integrations architecture
- Produce the target state based on AWS Connect (most likely in Bring-Your-Own-Telephony)
- Support in estimations
- Design end-to-end CCaaS architecture using Amazon Connect, Salesforce SCV, Lambda and other core AWS services
- Implement call routing and handling logic to align with Salesforce SCV routing
- Apply security best practices within Amazon Connect to protect customer data and ensure compliance with regulations
- Define and implement backup and disaster recovery (DR) strategies for Amazon Connect flows, call recordings, DynamoDB configurations and integrated services
- Collaborate with DevOps team for Amazon Connect resource deployment automation
- Monitor and optimize the performance of Amazon Connect to ensure efficient call handling and customer service
- Develop and maintain high-quality code following best practices and industry standards
- Stay updated on new features and capabilities of Amazon Connect and recommend improvements to enhance the contact center operations
Requirements
- 13-18 years of experience in software development
- Hands-on experience with Amazon Connect, Amazon Lex and AWS CLI
- Proficiency in Kinesis, S3 and RDS along with other core AWS services
- Expertise in Salesforce SCV integration, CloudWatch and Amazon Connect APIs
- Skills in dynamic and conversational IVR flow design using Amazon Lex, Polly and Lambda
- Background in speech analytics, transcription and sentiment analysis using Contact Lens
- Familiarity with monitoring solutions such as CloudWatch, CloudTrail and Datadog
- Competency in implementing and maintaining security measures within Amazon Connect to protect customer data and ensure compliance
- Knowledge of DynamoDB for IVR flow design and integrated configurations
- Strong communication and cross-functional leadership skills
Nice to have
- Capability to build integrations across WFM, CRM and Unified Communications
- Experience with contact center solutions integrations
