We are seeking a skilled Systems Architect to lead the design and implementation of advanced contact center solutions leveraging Amazon Connect and its integrated services.
This role demands technical expertise in designing CCaaS architectures and ensuring seamless integration with CRM, WFM, and other unified communication platforms.
Responsibilities
- Define technical design and make critical decisions for integrations architecture
- Produce the target state for implementations based on AWS Connect (Bring-Your-Own-Telephony)
- Support project estimations and contribute to accurate scoping
- Design end-to-end CCaaS architecture using Amazon Connect, Salesforce SCV, Lambda, and related AWS services
- Align call routing and handling logic with Salesforce SCV routing requirements
- Implement security best practices within Amazon Connect to ensure compliance and safeguard customer data
- Define and execute backup and disaster recovery strategies for Amazon Connect flows, call recordings, DynamoDB configurations, and other integrated services
- Collaborate with DevOps teams to automate deployment of Amazon Connect resources
- Monitor and enhance the performance of Amazon Connect to optimize customer service operations
- Offer recommendations for feature upgrades and process improvements based on Amazon Connect's evolving capabilities
Requirements
- Extensive hands-on experience with Amazon Connect, Amazon Lex, AWS CLI, Kinesis, S3, and RDS, with 1319 years in the IT field
- Strong expertise in Salesforce SCV integration, S3, CloudWatch, and Amazon Connect APIs
- Background in dynamic IVR flow design utilizing Amazon Lex, Polly, Lambda, and DynamoDB
- Proficiency in speech analytics, transcription, and sentiment analysis using Contact Lens
- Familiarity with monitoring tools such as CloudWatch, CloudTrail, and Datadog
- Competency in creating integrations across WFM, CRM, Unified Communications, and contact center solutions as added advantage
- Demonstrated capability to implement and maintain security measures within Amazon Connect for compliance and data protection
