AWS Contact Center Solutions Architect

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.

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.