We are seeking a skilled Systems Architect to lead the design and implementation of advanced contact center solutions leveraging Amazon Connect and its integrated services.This role demands technical expertise in designing CCaaS architectures and ensuring seamless integration with CRM, WFM, and other unified communication platforms.ResponsibilitiesDefine technical design and make critical decisions for integrations architectureProduce the target state for implementations based on AWS Connect (Bring-Your-Own-Telephony)Support project estimations and contribute to accurate scopingDesign end-to-end CCaaS architecture using Amazon Connect, Salesforce SCV, Lambda, and related AWS servicesAlign call routing and handling logic with Salesforce SCV routing requirementsImplement security best practices within Amazon Connect to ensure compliance and safeguard customer dataDefine and execute backup and disaster recovery strategies for Amazon Connect flows, call recordings, DynamoDB configurations, and other integrated servicesCollaborate with DevOps teams to automate deployment of Amazon Connect resourcesMonitor and enhance the performance of Amazon Connect to optimize customer service operationsOffer recommendations for feature upgrades and process improvements based on Amazon Connect's evolving capabilitiesRequirementsExtensive hands-on experience with Amazon Connect, Amazon Lex, AWS CLI, Kinesis, S3, and RDS, with 13-19 years in the IT fieldStrong expertise in Salesforce SCV integration, S3, CloudWatch, and Amazon Connect APIsBackground in dynamic IVR flow design utilizing Amazon Lex, Polly, Lambda, and DynamoDBProficiency in speech analytics, transcription, and sentiment analysis using Contact LensFamiliarity with monitoring tools such as CloudWatch, CloudTrail, and DatadogCompetency in creating integrations across WFM, CRM, Unified Communications, and contact center solutions as added advantageDemonstrated capability to implement and maintain security measures within Amazon Connect for compliance and data protection
