AWS Architect

Responsibilities:


* Design and architect robust and scalable contact center solutions on AWS, utilizing services such as Amazon Connect, AWS Lambda, Amazon Lex, Amazon Polly, Amazon S3, Amazon DynamoDB, and others.
* Lead the implementation and deployment of new contact center infrastructure and services on AWS, ensuring adherence to best practices and security standards.
* Optimize existing contact center environments on AWS for performance, reliability, cost-effectiveness, and security.
* Integrate Amazon Connect with other AWS services and third-party applications, such as CRM, workforce management, and analytics platforms.
* Develop and maintain comprehensive documentation for contact center architecture, design patterns, and deployment processes.
* Collaborate with contact center stakeholders, including business users, IT teams, and vendors, to gather requirements and translate them into technical solutions.
* Provide technical guidance and mentorship to contact center and IT teams on AWS best practices and contact center technologies.
* Troubleshoot and resolve complex technical issues related to the AWS contact center environment.
* Stay up-to-date with the latest AWS services, contact center trends, and emerging technologies, and evaluate their potential application within our organization.
* Ensure compliance with relevant industry regulations and security standards (e.g., PCI DSS, HIPAA) in the design and implementation of contact center solutions.
* Participate in the development of disaster recovery and business continuity plans for the contact center infrastructure on AWS.
* Contribute to the development of automation strategies for contact center deployments and operational tasks.
* Assist in the evaluation and selection of new contact center technologies and vendors.



Qualifications:


* Bachelor's degree in Computer Science, Information Technology, or a related field.
* 8+ years of experience in designing and implementing contact center solutions.
* 10+ years of hands-on experience working with AWS services, with a focus on architecting and deploying solutions.
* In-depth knowledge of Amazon Connect and its core components (e.g., contact flows, routing, IVR, agent management).
* Strong understanding of contact center technologies, such as ACD, IVR, CTI, call recording, quality management, and workforce management.
* Experience with integrating contact center platforms with CRM systems (e.g., Salesforce, Zendesk, ServiceNow).
* Proficiency in scripting and automation using languages such as Python, JavaScript, or AWS CLI.
* Experience with infrastructure-as-code tools such as AWS CloudFormation or Terraform.
* Strong understanding of network principles and security best practices in a cloud environment.
* Excellent analytical, problem-solving, and troubleshooting skills.
* Strong communication, presentation, and interpersonal skills with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
* Ability to work independently and collaboratively in a fast-paced environment.