Job
Description
About The Role
Project Role Application Tech Support Practitioner
Project Role Description Act as the ongoing interface between the client and the system or application. Dedicated to quality, using exceptional communication skills to keep our world class systems running. Can accurately define a client issue and can interpret and design a resolution based on deep product knowledge.
Must have skills Genesys Contact Center QM
Good to have skills NA
Minimum 7.5 year(s) of experience is required
Educational Qualification 15 years full time education
Job SummaryWe are seeking an accomplished Solution Architect Amazon Connect Contact Center with 10+ years of experience in contact center technologies and at least 5+ years of hands-on expertise with Amazon Connect and AWS Cloud services. The ideal candidate will lead the solution design, architecture, and delivery of cloud-based contact center platforms, enabling customer experience transformation for enterprise clients.This role requires a unique blend of solutioning expertise, technical depth, DevOps knowledge, and programming capability, along with the ability to partner with business stakeholders, delivery teams, and clients to shape scalable, secure, and innovative contact center solutions.________________________________________Key ResponsibilitiesSolution Architecture & Design
Define end-to-end solution architectures leveraging Amazon Connect and AWS services (Lex, Lambda, DynamoDB, S3, API Gateway, Pinpoint, Transcribe, Comprehend, Kinesis, etc.).Design omni-channel solutions (voice, chat, messaging, social, email) and ensure seamless integration with CRM, ERP, WFM, and other enterprise platforms.Establish solution blueprints, reusable design patterns, and technical standards for Amazon Connect implementations.Lead architecture reviews, provide governance, and ensure compliance with enterprise security and scalability best practices.Implementation & IntegrationOversee and guide the configuration, customization, and optimization of Amazon Connect features for large-scale enterprise contact centers.Architect and support API-driven integrations with enterprise applications and customer ecosystems.Develop automation scripts and applications using Node.js/Python to extend contact center capabilities.DevOps & Delivery ExcellenceDefine CI/CD pipelines and Infrastructure-as-Code (IaC) practices (CloudFormation, Terraform, AWS CDK) to ensure efficient and reliable deployments.Drive observability, monitoring, and operational excellence using AWS CloudWatch, CloudTrail, and third-party tools.Provide technical leadership during solution implementation, migration, and production rollout.Customer Experience TransformationCollaborate with business leaders, solution architects, and delivery managers to shape transformation roadmaps.Leverage AWS AI/ML and analytics services (Lex, Polly, Comprehend, Contact Lens, Transcribe, Kinesis) to deliver intelligent customer experiences.Serve as a trusted advisor for enterprise clients in BFSI, Telecom, Healthcare, and Retail sectors.Agile Delivery LeadershipPlay an active role in Agile ceremoniessprint planning, reviews, and retrospectiveswhile ensuring technical excellence and timely delivery.Mentor engineering teams, fostering best practices in architecture, coding, DevOps, and cloud adoption.________________________________________Required Skills & Experience10+ years in IT/contact center technologies with 5+ years of Amazon Connect and AWS experience.Proven expertise in designing and delivering Amazon Connect enterprise-scale solutions.Strong proficiency in AWS servicesLambda, DynamoDB, S3, API Gateway, Pinpoint, Kinesis, CloudFormation/Terraform.Programming skills in Node.js and Python for integrations and automation.Strong background in DevOps practices and CI/CD pipeline management.Excellent knowledge of API integration patterns with CRMs (Salesforce, Dynamics, ServiceNow) and enterprise apps.Strong communication and stakeholder management skills with proven client-facing experience.________________________________________Preferred
QualificationsBachelors/Masters degree in Computer Science, IT, or related field.AWS certificationsSolutions Architect (Associate/Professional), DevOps Engineer, Amazon Connect Specialty (preferred).Experience with Contact Lens, real-time analytics, and AI/ML-based customer engagement.Exposure to omnichannel CX solutions and observability platforms.Proven track record delivering enterprise-scale transformation projects in regulated industries (BFSI, Telecom, Healthcare, Retail).
Qualification 15 years full time education
