AWS Contact Center Solutions Architect

E & E SOLUTIONS, LLC
Sacramento, United States of America
2 days ago

Role details

Contract type
Permanent contract
Employment type
Full-time (> 32 hours)
Working hours
Regular working hours
Languages
English
Experience level
Intermediate
Compensation
$ 146K

Job location

Sacramento, United States of America

Tech stack

Amazon Web Services (AWS)
Amazon Web Services (AWS)
Amazon DynamoDB
Identity and Access Management
Salesforce
AWS Lambda
Cloudformation
Cloud Optimization
Cloudwatch
Terraform
Amazon Lex
Serverless Computing
ServiceNow

Job description

We are seeking an experienced AWS Contact Center Solutions Architect to design, implement, and optimize enterprise-grade cloud contact center solutions using AWS Connect. The ideal candidate will possess deep expertise in contact center architecture, IVR development, AWS services integration, CRM integrations, and cloud cost optimization., * Design and implement scalable contact center solutions using AWS Connect.

  • Develop and manage IVR/HIVR call flows and conversational AI solutions using Amazon Lex.
  • Integrate AWS Connect with CRM platforms such as Salesforce and ServiceNow.
  • Build and maintain serverless integrations using AWS Lambda.
  • Implement solutions utilizing DynamoDB, S3, Kinesis, CloudWatch, IAM, Contact Lens, and Connect Wisdom.
  • Develop Infrastructure as Code (IaC) using Terraform and/or CloudFormation.
  • Ensure AWS tagging governance and cloud compliance standards.
  • Monitor and optimize AWS usage through Reserved Instances and Savings Plans.
  • Collaborate with business stakeholders to improve customer experience and operational efficiency.
  • Support migration and modernization initiatives from legacy contact center platforms.

Requirements

Do you have experience in Telephone systems?, * AWS Certified Solutions Architect - Associate or Professional.

  • Contact center architecture and engineering experience.
  • Hands-on experience with AWS Connect.
  • Experience with IVR/HIVR design and Amazon Lex integrations.
  • Experience integrating AWS Connect with Salesforce, ServiceNow, or similar CRM platforms.
  • Expertise with AWS Lambda, DynamoDB, S3, Kinesis, CloudWatch, IAM, Contact Lens, and Connect Wisdom.
  • Experience with Terraform or CloudFormation.
  • Strong understanding of AWS cost optimization strategies.

Preferred Qualifications

  • CCXP (Certified Customer Experience Professional).
  • ITIL Foundation Certification.
  • Six Sigma Certification.
  • Design Thinking Certification.

Experience Required

  • 7+ years of Contact Center Engineering or Solution Architecture experience.
  • 3+ years of AWS Connect implementation experience.

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