Amazon connect Architect contact center technology solutions

Job Title:

Job Summary:

Key Responsibilities:

• Design & Architecture:

• Lead the end-to-end design and architecture of contact center solutions utilizing Amazon Connect.
• Develop scalable, flexible, and secure contact center architectures aligning with business requirements.
• Define best practices for integrations with CRMs, IVRs, and other communication channels.

• Implementation & Deployment:

• Collaborate with engineering and operations teams to deploy Amazon Connect solutions.
• Configure contact flows, prompts, queues, and agent interfaces within Amazon Connect.
• Integrate Amazon Connect with third-party systems such as Salesforce, Zendesk, or internal databases.

• Optimization & Innovation:

• Analyze contact center performance metrics to identify opportunities for improvement.
• Implement innovative features like AI-powered chatbots, speech recognition, and analytics.
• Ensure the architecture supports omnichannel communication including voice, chat, and email.

• Security & Compliance:

• Ensure solutions comply with relevant security standards and data privacy regulations.
• Implement secure access controls and audit logging.

• Documentation & Training:

• Create comprehensive technical documentation.
• Provide training and knowledge transfer to internal teams and stakeholders.

• Stakeholder Communication:

• Collaborate with business units, QA, and support teams to understand requirements.
• Present technical solutions and progress updates to stakeholders.

Qualifications & Skills:

• Proven experience as a Contact Center Architect or similar role with a focus on Amazon Connect.
• Deep expertise in Amazon Connect, including contact flow design, integration, and automation.
• Strong knowledge of AWS services such as Lambda, Lex, Polly, S3, and DynamoDB.
• Experience with CRM integrations, IVR development, and omnichannel communication.
• Familiarity with CCaaS (Contact Center as a Service) solutions and best practices.
• Strong understanding of cloud architecture, security, and compliance.
• Excellent problem-solving, communication, and stakeholder management skills.
• Relevant certifications such as AWS Certified Solutions Architect or Amazon Connect Specialty Certification are a plus.

Education & Experience:

• Bachelors degree in Computer Science, Information Technology, or related field.
• 5+ years of experience in contact center technologies and cloud solutions.
• 3+ years specifically working with Amazon Connect.