AWS Contact Center Architect

9 hours ago

New Delhi, 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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