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Job Description Position Title, Responsibility Level SAVP Function Solution Architect – Amazon Connect Reports to VP/SAVP – Digital CX CoE Permanent/ Temporary Permanent Span of Control Run a Project Team Location Noida Primary Role/Key Responsibility As a Solution Architect, this role demands technical solution design and implementation, leveraging software design principles, telephony communication knowledge, specially Amazon Connect, aligning with the customer’s contact center strategy and needs Can design routing workflow, integrate with third-party recording systems, and WFM solutions, and help to bring data from the CRM system for auto authentication Have a good understanding of VOIP telephony, SBC, and other telephony components A technical consultant who can design data-sensitive solutions for various domains like healthcare, insurance, banking, etc. Can set up logging solutions and monitoring platforms Can independently work on the pricing of the solutions based on Amazon Connect Evaluate and recommend new technologies and solutions that can improve business processes and operations. Can define and design the software development process, quality, and coding standards, provide blueprints of the architecture to the team, help the team to understand technical requirements, help the business to understand technology flexibility and constraints Can work across the technology stack like Java/Springboot, Node.js, React, Python, AI/Gen-AI, and design solutions to deploy on multiple Cloud platforms like AWS/Azure/GCP, etc. Must have dealt with large enterprise systems, information architecture, integration touch points (API integration), etc. Own the technical solution and ensure all technical aspects are implemented as designed Must have the ability to create high-level and low-level design and architecture documents Must assess the risk involved in the project and highlight and mitigate it to drive the outcome Manage IT projects and initiatives, ensuring that they are delivered on time and within budget in close collaboration with the project managers and delivery leads Must be a good communicator at various levels, good at doing client conversations both technical and functional, self-motivated, a team player, good analytical ability, and problem-solving skills Other Functions Good written and verbal communication and presentation skills Self-motivated, team player, action and results-oriented. Process-driven and conceptual thinking Innovative thinker and excellent problem solver Quick and agile learner Working across cultures with sensitivity, partnering, and driving with a focus on business impact Ability to coordinate multiple, cross-functional stakeholders Flexible to Travel (Domestic & International) and work according to the time zones of respective Geo-based clients and businesses Primary Internal Interactions Senior Business Leadership Service Delivery Managers Digital transformation team InfoSec Team IT Team Primary External Interactions Client Teams – especially Client Business & Technology Teams. External Vendors –Product & Services Vendors/Partners, Industry/Business forums Organizational Relationships Reports To : SAVP/VP – Digital CX CoE Supervises : Sr. Managers, AVP Skills Technical Skills Have 10-15 yrs of experience in handling CCaaS and telephony platforms deployed on on-prem and the cloud Must have Amazon Connect deployment experience of size 500 or more agents Must have working knowledge of telephony platforms like Genesys, Avaya, Cisco, Five9, etc. Must have technical understanding of different telephony data packet transfer protocols like SIP / SIPREC / gRPC / Webhook Must have working experience with scripting languages like Python, JavaScript, etc. Must have hands-on experience on the cloud platform like AWS/Azure/GCP, and have a deep understanding of managed services offering Must have done socket programming, data streaming, VOIP, etc. Must have good knowledge on databases (RDS/NoSQL) Must have hands-on experience of application security life cycle SAST/DAST, and Chaos engineering Good to have an understanding of SDLC e.g. Agile, Scrum, etc. A good communicator with internal and external stakeholders Other Key Specific Skills Experience in leveraging the latest technology – how to effectively employ data analytics, and machine learning for better predictability, enhance customer and end-user experience, and deeper insight into the business Very comfortable and solid experience operating in the digital world Experience applied using Conversational AI and Analytics Demonstrated ability to understand and discuss technical concepts and manage tradeoffs Education Requirements Graduate, preference for a degree in Computer Science (BE/B.Tech/M.Tech) with industry-recognized certifications Having good exposure to the latest technological trends like CCaaS, VOIP, voice-enabled AI technologies, etc. Annexure Acknowledgement (acknowledge that the information contained in this document is factual and complete) _ Candidate Supervisor/Manager Date Show more Show less
