Systems Architect – Amazon Connect

EPAM Systems

19 years

0 Lacs

pune maharashtra india

Posted:3 weeks ago| Platform:

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Skills Required

connect design integration crm communication aws support architecture salesforce routing logic security compliance backup strategies dynamodb devops automate deployment service flow analytics transcription analysis monitoring data

Work Mode

On-site

Job Type

Full Time

Job Description

Systems Architect

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 13–19 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

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