Amazon Connect Architect

Role: Amazon Connect Architect

Location: Wilmington DE / Jersey City Hybrid 3 days office in week. (Need Locals)

Salary - $140k per annum + benefits

Type: Only FTE

Responsibilities:

• The role also involves designing and implementing enterprise-class security, network, and systems management solutions while continually optimizing stack and infrastructure for cost efficiency, performance, availability, and security.
• Migrate, Modernize and deploy customer call centers to the Amazon Connect platform Architect and design third party integrations with Amazon Connect
• Develop feature functionality for Amazon Connect
• Work internally to improve and develop products and services related to Call Center as a Service primarily operated by Amazon Connect.
• You will collaborate with sales teams, leading solutions architects, and engineers in the solutioning and delivery process, focusing on public cloud architectures aligned with industry standards like the AWS Well-Architected Framework.
• Key responsibilities include discovering, assessing, mobilizing, and executing client migrations, leveraging the latest public cloud service offerings to optimize environments, minimize technical debt, and reduce operating costs.
• An automation-first approach is pivotal in implementing and maintaining client solutions.
• Desired qualifications encompass a well-rounded IT Operations background, hands-on experience with AWS Connect, familiarity with various AWS services, and active AWS Associate certifications.
• Successful candidates will possess a track record of technical consulting, architecture engagements, and managing AWS environments, along with proficiency in Infrastructure as Code (IaC) and configuration management languages.
• Help in design and implementation of AWS Cloud contact center solutions.
• Work with customer IT Architecture team to design the end-to-end solution and provide technology guidance.
• Implementing Genesys Speech Analytics on top of the Genesys Interaction Recording Platform
• Participate in migration efforts in cloud contact center and provide assistance as the Subject Matter Expert in the migration and deployment of the solutions.
• Provide cost savings though infrastructure and server consolidation
• Provide solution optimization and process improvement with unique template IVR and interaction routing

Required Qualifications:

• At least 12 years of IT experience in customer service technologies including Contact center cloud based Products, solution design and implementation; also experienced in omni-channel and AI/ML solutions.
• Hands-on experience in Experience in functional design for contact center solutions;
• Experience helping customer build business cases
• Experience should include people and team management, enterprise architecture and technical leadership.
• Proficient in conducting Cloud contact center solutions roadmap sessions with business leadership, vendor architecture and sales support.
• Experience providing digital experience, business automation solutions using AI/ML as well as contact center technologies
• Successful track record managing software evaluations for cloud migrations for customer service channels
• Experience setting up pilots and POC for solution evaluations and further migration to production solutions
• Expertise in managing and leading technology mergers as a result of organizational acquisitions.
• Experience in providing technology architecture for contact center migration from on premise to cloud and managed several contact center technology projects from design and technology perspective.
• Demonstrated understanding of how to create learning documents, best practices on AWS cloud solutions and working experience with AWS professional services.
• Able to provide cost savings, solution optimization, process improvement for current organization and previous clients
• Capable of suggesting solutions like call back, hybrid EWT and managed for a successful implementation
• Experienced in leading operational automation for contact center management and monitoring
• Also skilled in leading major technology transformations in contact center and AI/ML technology.