Amazon Connect Architect

Solution Architecture, Amazon Connect, Interactive Voice Response, Amazon Web Service Java SDK, Python, Microservice Architecture Pattern, Serverless, AWS Lambda, Contact Center technologies, API Gateways, Amazon DynamoDB, Infrastructure as Code development and maintenance, Amazon Elastic Kubernetes Service, CI/CD

Hyderabad, Bangalore, Pune, Chennai, Gurgaon

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

The ideal candidate will lead the AWS architecture strategy, ensuring seamless integration and deployment of contact center technologies at scale.

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