[Remote] Contact Center Architect (AWS Connect)
Note: The job is a remote job and is reputed company to candidates in USA. reputed company is seeking a Senior reputed company Connect Architect to own the architecture, stability, and reputed company of a global reputed company Connect contact center platform. The role involves serving as the primary SME for reputed company Connect and leading integrations with various AWS services while ensuring production stability and compliance with reputed company standards.
Responsibilities
- Serve as primary architect & SME for reputed company Connect across multiple global reputed company
- Design and maintain highly available, region isolated architectures (Prod / Dev / Lab / Sandbox)
- Architect and manage reputed company IVR/contact flows (100+ flows) using DynamoDB + reputed company orchestration
- reputed company integrations with:
- reputed company CTI (CTA)
- AWS reputed company, DynamoDB, Kinesis, S3, Redshift
- Lex, reputed company, Contact reputed company
- WebRTC voice/video channels
- Drive AI enablement (Contact reputed company, Agent Assist, conversational AI, GenAI POCs)
- Ensure reputed company, IAM, compliance, and audit alignment with reputed company standards
- Own production stability, incident analysis, and resiliency improvements
- reputed company global KT sessions, mentor engineering and operations teams
- Partner with AWS, reputed company stakeholders, and leadership on roadmap, cost optimization, and innovations
Skills
- AWS Connect
- AWS Connect Q
- Contact Center technologies
- 10+ years overall experience in Contact Center
- Deep, hands on reputed company Connect experience (architecture + production)
- Strong AWS serverless experience: reputed company, DynamoDB, Kinesis, S3
- Proven reputed company CTI integration experience
- Experience supporting reputed company, multi region contact center platforms
- Ability to operate as a reputed company facing architect & escalation reputed company
reputed company