Amazon Connect Architect
The Role
An Amazon Connect Solution Architect designs, builds, and scales intelligent, cloud-based contact center solutions. Their job description (JD) focuses on driving customer impact by modernizing customer service, reducing costs, and integrating cutting-edge technologies like conversational AI
Your responsibilities:
- Own 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 model
- Define logical, physical, and integration architectures aligned to AWS best practices
- Design and govern Amazon Connect instances and environments Contact flows, queues, routing profiles, High-availability and multi-region design considerations
- Ensure scalability, performance, and service resilience are Embedded into the solution design
- Define integration patterns using AWS Lambda, APIs and event-driven mechanisms, data persistence and downstream system integrations
- 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 reporting
- Ensure analytics solutions meet operational, compliance, and CX reporting needs
- Define the security architecture for Amazon Connect, including AWS IAM roles and least-privilege access
Your Profile
Essential skills/knowledge/experience:
- Good understanding of contact center technology landscape. Overall 10 + year of experience
- An understanding of AWS Cloud platform and services with Solution architect skills.
- Deep expertise on AWS contact center relevant services.
- Sound experience in developing Amazon Connect flows, AWS Lambda and Lex bots
- Deep functional and technical understanding of APIs and related integration experience
- Functional and technical understanding of building API-based integrations with Salesforce, Service Now and Bot platforms
- Ability 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.
Desirable skills/knowledge/experience:
- Excellent communications skills
- Ability to develop requirements based on leadership input
- Ability to work effectively in a remote, virtual, global environment