AWS Contact Center Architect

3 weeks ago

Hyderabad, India Intellectt Inc Full time

Job Summary: We are seeking an experienced AWS Contact Center Architect with strong expertise in Amazon Connect and cloud technologies. The ideal candidate will design, implement, and optimize cloud-based contact center solutions for enterprise clients, leveraging AWS services and telephony protocols to deliver scalable and efficient customer engagement platforms. Key Responsibilities: Design, deploy, and maintain Amazon Connect-based contact center solutions . Develop and implement cloud contact center architectures using AWS services such as Lambda, Lex, DynamoDB, S3, API Gateway, and CloudFormation . Integrate contact center solutions with enterprise applications and backend systems. Configure and optimize IVR flows, chatbots, and AI-driven customer interactions . Troubleshoot and resolve issues related to telephony protocols (SIP, RTP, WebRTC). Collaborate with business stakeholders, developers, and operations teams to ensure solutions meet performance, security, and scalability requirements. Maintain documentation for architecture, workflows, and operational procedures. Provide technical guidance and mentorship to junior team members. Required Skills and Qualifications: 8+ years of IT experience, with 4+ years in contact center technologies . 3+ years of hands-on experience with Amazon Connect . Expertise in AWS services : Lambda, Lex, DynamoDB, S3, API Gateway, CloudFormation. Strong understanding of telephony protocols : SIP, RTP, WebRTC. Experience in designing and deploying cloud-native contact center solutions . Excellent problem-solving, communication, and collaboration skills. Preferred Qualifications: AWS Certified Solutions Architect (Associate or Professional). Experience with AI/ML integration in contact center solutions (chatbots, voice bots). Familiarity with DevOps and CI/CD pipelines for cloud solutions. Exposure to multi-region or enterprise-scale contact center deployments .

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