Amazon Connect Architect

2 days ago

Gurugram Haryana, India EPAM Systems, Inc. Full time

_EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential._

We are seeking a dynamic **Amazon Connect Architect** to drive the architecture and design of our sophisticated IVR and Contact Center solutions.

**Responsibilities**
- Define and guide the AWS architecture strategy, roadmap, and technical direction for AWS Connect solutions
- Lead the design, development, and deployment processes of contact center solutions
- Work on the migration of on-prem IVR systems to AWS Connect
- Facilitate integrations with CRM and WFM platforms, specifically Salesforce
- Manage complex integrations leveraging Amazon Lex, Lambda, Lens, Polly, Pinpoint, and KVS
- Oversee experience in serverless development and maintain robust serverless Cloud-native services
- Ensure high-quality unit testing and debugging of developed solutions
- Actively participate in the RFI and RFP processes to secure new business opportunities
- Maintain and manage source code effectively using Gitlab, GitHub, Bitbucket, or Code Commit
- Continuously explore new AWS services and features to enhance solution offerings

**Requirements**:

- Overall, 11 to 18 years of experience with a minimum of 2-3 years in architecting complex IVR and contact center platforms
- Proven experience in building call center, collaboration, or telephony platforms in a Cloud or On-Premises environment
- Background in professional services or consulting in customer-facing roles
- Proficiency in enterprise call center/telecom implementation and operations
- Hands-on experience in software development/DevOps, integrating contact center platforms with CRMs and WFMs
- Familiarity with Amazon Connect capabilities and required deployment skills, including Genesys
- Knowledge of serverless Cloud-native services such as Lambda functions, SNS, SQS, DynamoDB, API Gateway, Step functions, S3, IAM, LEX Designer, CloudWatch, and CloudTrail
- Strong unit test and debugging capabilities
- Experience in Source Code Management tools like Gitlab, GitHub, Bitbucket, or Code Commit

**Nice to have**
- Prior experience with other contact center platforms like Avaya and Cisco
- Expertise in working with AWS Java SDK to call AWS services

**We offer**
- Opportunity to work on technical challenges that may impact across geographies
- Vast opportunities for self-development: online university, knowledge sharing opportunities globally, learning opportunities through external certifications
- Opportunity to share your ideas on international platforms
- Sponsored Tech Talks & Hackathons
- Unlimited access to LinkedIn learning solutions
- Possibility to relocate to any EPAM office for short and long-term projects
- Focused individual development
- Benefit package:

- Health benefits
- Retirement benefits
- Paid time off
- Flexible benefits
- Forums to explore beyond work passion (CSR, photography, painting, sports, etc.)

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