AWS Contact Center Architect

4 weeks ago

New Delhi, India Intellectt Inc Full time

Job Summary: We are seeking an experiencedAWS Contact Center Architectwith strong expertise inAmazon Connectand cloud technologies. The ideal candidate will design, implement, and optimizecloud-based contact center solutionsfor enterprise clients, leveraging AWS services and telephony protocols to deliver scalable and efficient customer engagement platforms. Key Responsibilities: Design, deploy, and maintainAmazon Connect-based contact center solutions . Develop and implementcloud contact center architecturesusing AWS services such asLambda, Lex, DynamoDB, S3, API Gateway, and CloudFormation . Integrate contact center solutions with enterprise applications and backend systems. Configure and optimizeIVR flows, chatbots, and AI-driven customer interactions . Troubleshoot and resolve issues related totelephony protocols(SIP, RTP, WebRTC). Collaborate withbusiness stakeholders, developers, and operations teamsto 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+ yearsof IT experience, with4+ years in contact center technologies . 3+ yearsof hands-on experience withAmazon Connect . Expertise inAWS services : Lambda, Lex, DynamoDB, S3, API Gateway, CloudFormation. Strong understanding oftelephony protocols : SIP, RTP, WebRTC. Experience in designing and deployingcloud-native contact center solutions . Excellent problem-solving, communication, and collaboration skills. Preferred Qualifications: AWS Certified Solutions Architect (Associate or Professional). Experience withAI/ML integrationin contact center solutions (chatbots, voice bots). Familiarity withDevOps and CI/CD pipelinesfor cloud solutions. Exposure tomulti-region or enterprise-scale contact center deployments .

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