Amazon Connect

3 weeks ago

New Delhi, India HCLTech Full time

Network Voice - Amazon ConnectPrimary Location: Noida / Chennai / Bengaluru / Hyderabad / PuneExperience: 14+ yearsRequirement Details:Position Overview (Job Summary):The Amazon Connect Architect is responsible for designing and implementing scalable, secure, and integrated cloud contact center solutions using Amazon Connect and the AWS ecosystem. The role involves leading technical teams, ensuring compliance, and delivering omnichannel customer experiences through automation and intelligent workflows.Primary Skills:- Amazon Connect architecture and implementation - AWS services: Lambda, Lex, S3, DynamoDB, CloudWatch, IAM, API Gateway - Contact Flow design and IVR scripting - Integration with CRM, ticketing, and WFM systems - Python and Lambda development - REST API and web service integration - Security and compliance (PCI, HIPAA, GDPR) - AWS Well-Architected FrameworkSecondary Skills:- Machine learning, NLP, and speech analytics (e.g., Contact Lens, Amazon Q in Connect) - Agile/Scrum methodologies and JIRA - Infrastructure-as-Code (CloudFormation, Terraform) - DevOps and CI/CD practices - Telephony protocols (SIP, VoIP) - AWS CXE tools: Pinpoint, SES, Bedrock, Segment AI, Campaigns - QuickSight (reporting and dashboards) - VPC and CIDR configurationExperience:- 4–5+ years of hands-on experience with Amazon Connect and AWS CXE tools - Experience leading scrum teams and delivering AWS-based contact center solutions - Proven track record in large-scale system integration and cloud migrationsRole and Responsibilities:A. Key Responsibilities- Design end-to-end cloud contact center solutions using Amazon Connect and AWS services - Gather requirements and define user journeys and workflows - Lead technical teams and provide architectural guidance - Integrate Amazon Connect with third-party systems (CRM, WFM, analytics, telephony) - Plan and execute migrations from legacy systems - Ensure security, compliance, and adherence to AWS best practices - Automate workflows using Lambda, Lex, and other AWS tools - Enable omnichannel capabilities (voice, chat, email, SMS) - Monitor performance using CloudWatch, Contact Lens, and dashboards - Maintain architecture documentation and implementation guidesB. Additional Responsibilities- Lead scrum teams and convert user stories into technical designs - Deliver solutions aligned with AWS Well-Architected Framework - Document call flows and technical specifications - Support complex implementations (e.g., Contact Lens dashboards, Amazon Q, Segment AI) - Collaborate with cross-functional teams in Agile environmentsEducational Qualification:- Bachelor’s degree in Computer Science, Engineering, or related field (preferred)Certifications:- Highly Desirable: AWS Certified Solutions Architect – Associate or Professional - Nice to Have: Certifications in DevOps, security, or contact center platforms

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