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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