AWS Connect (CCaaS) solution architect

Test Yantra Software Solutions

Glasgow, United Kingdom

yesterday

Role details

Contract type

Permanent contract

Employment type

Full-time (> 32 hours)

Working hours

Regular working hours

Languages

English

Glasgow, United Kingdom

API

Amazon Web Services (AWS)

Business Analytics Applications

Botnet

Computer Security

Customer Interaction Management (Software)

Persistent Data Structure

Identity and Access Management

Lex (Software)

Salesforce

Amazon Connect

Cloud Platform System

AWS Lambda

Bots

Api Design

ServiceNow

Own the overall solution architecture for the Amazon Connect platform, including Voice routing and contact flows, IVR design and call lifecycle, 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

Good understanding of contact center technology landscape.
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.
Excellent communications skills
Ability to develop requirements based on leadership input

Ability to work effectively in a remote, virtual, global environment