Scalable Contact Center Solutions Architect

2 days ago

Madurai, Tamil Nadu, India beBeeContactCenter Full time ₹ 1,80,00,000 - ₹ 2,50,00,000

Job Summary

We are seeking an experienced contact center architect to design, implement, and integrate scalable solutions using Amazon Connect.

This is a critical role that requires strong technical skills and expertise in solution architecture, with 8+ years of IT experience and 4+ years in contact center technologies.

The ideal candidate will be responsible for building and enhancing call flows, IVR, and omnichannel solutions (voice, chat, messaging).

Main Responsibilities:

  • Architecture and Design: Architect, design, and implement scalable contact center solutions using Amazon Connect.
  • Integration: Integrate Amazon Connect with AWS services (Lambda, Lex, S3, DynamoDB, Kinesis) and external systems (CRM, ticketing, analytics).
  • Solution Delivery: Provide best practices for architecture, security, and cost optimization.
  • Implementation and Client Engagement: Lead delivery of Amazon Connect implementations, collaborate with client stakeholders to gather requirements and propose solutions.
  • Troubleshooting and Support: Monitor and optimize system performance and call flows for improved customer experience, provide Level 3 support and handle complex troubleshooting.

Requirements:

  • 8+ years of IT experience.
  • 4+ years in contact center technologies.
  • Strong background in solution architecture.
  • Excellent technical skills and expertise.
  • Experience with AWS services (Lambda, Lex, S3, DynamoDB, Kinesis).
  • Knowledge of CRM, ticketing, and analytics systems.

Skills:

  • Contact Center Architecture.
  • Solution Design.
  • Cloud Integration.
  • Security and Compliance.
  • Cost Optimization.

Benefits:

The successful candidate will have the opportunity to work on challenging projects, develop their skills and expertise, and contribute to the success of our team.

About Us:

We are a leading provider of contact center solutions, committed to delivering high-quality services and exceeding customer expectations.

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