
Amazon Connect Solution Architect
4 weeks ago
Job Description :
- 10 to 18+ years of IT Experience in customer service technologies including contact center cloud-based products, solution design and implementation.
- Amazon Certified Solution Architect
- Amazon Connect certification (good to have)
- Implementation of AWS Connect with relevant additional services in at least 2 enterprise scale customers
- Proven technologist who has provided measurable impact to customers (end user CSAT, call handling time reduction etc.)
- Experience in designing large scale contact centers from grounds up
- Experience in designing optimal call and chat flows in AWS connect utilizing Voice and Chat bots from Lex or other similar AI
- Hands on design of Lex chatbot and integration with Salesforce, Service now and other third-party
applications using REST APIs/ database
- Experienced IVR consultant with at least 4+ years of AWS connect / Genesys telephony solutions experience
- Experience on Omningage solution on AWS Connect (good to have)
- Passionate about providing the best customer experience to end customers
- Keeps self updated on trends around Front office enterprise architecture and landscapes
- Working knowledge of popular communications protocols and APIs such as WebRTC and SIP
- Experience developing solutions and ready for hands-on code/scripting where required (e.g., Python, Java, .NET, Node.js)
- Building and designing web services in the cloud, along with implementing the set-up of geographically redundant services
Required Skills :
- Architecture patterns (especially integrations)
- Amazon services including Amazon Connect, Contact Flow Design, Lambda
- Call Center Routing
- Step Functions
- LEX, Polly, Transcribe, S3
- Dynamo, Athena, Kinesis
- Cloud Watch
- Cloud Formation, Contact Lens
- AWS Q, Lex Chatbot
- Outbound Campaign, Pinpoint
(ref:hirist.tech)
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