Cloud Contact Center Solutions Architect

3 days ago

Thrissur, Kerala, India beBeeArchitecture Full time ₹ 18,00,000 - ₹ 20,40,000

We are seeking a seasoned Cloud Contact Center Solutions Architect to craft and oversee the development of cloud-based contact center solutions.

The ideal candidate will be responsible for creating scalable, automated, and customer-centric systems that enhance the overall contact center experience. The position demands a strong grasp of AWS infrastructure, contact flow design, and integration capabilities to deliver seamless and intelligent customer interactions.

Key Responsibilities:
  • AWS Service Integration: Develop and maintain Lambda functions, Lex bots, and API integrations to support dynamic and personalized customer interactions.
  • Automation & Optimization: Build API-driven automation workflows to streamline operations and improve agent efficiency.
  • IVR/CTI Customization: Customize IVR systems and CTI integrations to support advanced call handling and reporting features.
  • System Administration: Manage and monitor AWS resources including DynamoDB, S3, and Lambda to ensure high availability and performance.
  • Collaboration & Documentation: Work closely with cross-functional teams (DevOps, Support, Product) and maintain clear documentation of system architecture and workflows.
Required Skills:
  • AWS Administration Skills: Skilled in designing and developing cloud-based contact center solutions using Amazon Connect.
  • Technical Proficiency: Proficient in configuring contact flows, Lambda integrations, and API-driven automation.
  • Hands-on Experience: Extensive experience with AWS services (Lambda, Lex, DynamoDB, S3) and IVR/CTI customization to deliver scalable customer experience solutions.

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