Amazon Connect Architect

Your responsibilitiesOwn the overall solution architecture for the Amazon Connect platform, including Voice routing and contact flows, IVR design and call life cycle, Agent experience and operational modelLead and contribute to deep architectural discussions, ensuring solutions follow AWS Well-Architected Framework principles (security, reliability, scalability, performance efficiency, and cost optimization).Define logical, physical, and integration architectures aligned to AWS best practicesDesign and govern Amazon Connect instances and environments Contact flows, queues, routing profiles, High-availability and multi-region design considerationsEnsure scalability, performance, and service resilience are Embedded into the solution designDefine integration patterns using AWS Lambda, APIs and event-driven mechanisms, data persistence and downstream system integrationsEngage with customers at both business and technical levels to understand requirements and provide expert guidance on Amazon

Connect, Lex, Lambda, Kendra, Bedrock (GenAI) and broader AWS AI/ML services.Ensure Real Time and post-call data capture, enrichment, and analytics using Amazon Connect analytics and intelligence features, including Contact Lens for transcription, sentiment, and quality insights, Call recording, monitoring, and reportingEnsure analytics solutions meet operational, compliance, and CX reporting needsDefine the security architecture for Amazon Connect, including AWS IAM roles and least-privilege accessYour ProfileEssential skills/knowledge/experienceCertified AWS Solution Architect, with real-life solution architecture experienceGood understanding of contact center technology landscape.Proven knowledge of Contact Center technologies including Interactive Voice Response (IVR), Voice Biometrics, Natural Language Processing, Telephony Integration CTI, Automatic Call Distribution ACD, Call Recording and Automation using AI/ML.Deep expertise on AWS contact center relevant services.Sound experience
in developing Amazon Connect flows, AWS Lambda and Lex botsDeep functional and technical understanding of APIs and related integration experienceFunctional and technical understanding of building API-based integrations with Salesforce, Service Now and Bot platformsAbility to understand customer challenges and requirements, ability to address these challenges/requirements in a differentiated manner.Ability to help the team to implement the solution, sell, deliver cloud contact center solutions to clients.Experience with AWS technologies such as AWS Lambda, Amazon Lex, DynamoDB, S3, Sagemaker, Contact Lens, Transcribe etc. and how they may be leverage alongside Amazon Connect to enhance contact centre performanceWell versed with AWS platform and technology servicesGood communication skillsHave strong stakeholder management & engagement skills, effective at all levelsExtensive knowledge of infrastructure planning and provisioning, security considerations, design and deployment, as well as
system life cycle managementDesign and deployment of AWS/Hybrid solutions utilising a Cloud Native stackDesirable skills/knowledge/experienceExcellent communications skillsAbility to develop requirements based on leadership connectsAbility to work effectively in a remote, virtual, global environment #J-18808-Ljbffr