Amazon Connect Architect - AIT Global, Inc.
Wilmington, DE 19894
About the Job
Job Title: Amazon Connect Architect
Location: Wilmington DE / Jersey City
Location: Wilmington DE / Jersey City
Responsibilities:
- The role also involves designing and implementing enterprise-class security, network, and systems management solutions while continually optimizing stack and infrastructure for cost efficiency, performance, availability, and security.
- Migrate, Modernize and deploy customer call centers to the Amazon Connect platform Architect and design third party integrations with Amazon Connect
- Develop feature functionality for Amazon Connect
- Work internally to improve and develop products and services related to Call Center as a Service primarily operated by Amazon Connect.
- You will collaborate with sales teams, leading solutions architects, and engineers in the solutioning and delivery process, focusing on public cloud architectures aligned with industry standards like the AWS Well-Architected Framework.
- Key responsibilities include discovering, assessing, mobilizing, and executing client migrations, leveraging the latest public cloud service offerings to optimize environments, minimize technical debt, and reduce operating costs.
- An automation-first approach is pivotal in implementing and maintaining client solutions.
- Desired qualifications encompass a well-rounded IT Operations background, hands-on experience with AWS Connect, familiarity with various AWS services, and active AWS Associate certifications.
- Successful candidates will possess a track record of technical consulting, architecture engagements, and managing AWS environments, along with proficiency in Infrastructure as Code (IaC) and configuration management languages.
- Help in design and implementation of AWS Cloud contact center solutions.
- Work with customer IT Architecture team to design the end-to-end solution and provide technology guidance.
- Implementing Genesys Speech Analytics on top of the Genesys Interaction Recording Platform
- Participate in migration efforts in cloud contact center and provide assistance as the Subject Matter Expert in the migration and deployment of the solutions.
- Provide cost savings though infrastructure and server consolidation
- Provide solution optimization and process improvement with unique template IVR and interaction routing
Required Qualifications:
- At least 12 years of IT experience in customer service technologies including Contact center cloud based Products, solution design and implementation; also experienced in omni-channel and AI/ML solutions.
- Hands-on experience in Experience in functional design for contact center solutions;
- Experience helping customer build business cases
- Experience should include people and team management, enterprise architecture and technical leadership.
- Proficient in conducting Cloud contact center solutions roadmap sessions with business leadership, vendor architecture and sales support.
- Experience providing digital experience, business automation solutions using AI/ML as well as contact center technologies
- Successful track record managing software evaluations for cloud migrations for customer service channels
- Experience setting up pilots and POC for solution evaluations and further migration to production solutions
- Expertise in managing and leading technology mergers as a result of organizational acquisitions.
- Experience in providing technology architecture for contact center migration from on premise to cloud and managed several contact center technology projects from design and technology perspective.
- Demonstrated understanding of how to create learning documents, best practices on AWS cloud solutions and working experience with AWS professional services.
- Able to provide cost savings, solution optimization, process improvement for current organization and previous clients
- Capable of suggesting solutions like call back, hybrid EWT and managed for a successful implementation
- Experienced in leading operational automation for contact center management and monitoring
- Also skilled in leading major technology transformations in contact center and AI/ML technology
Source : AIT Global, Inc.
