AWS Connect Solutions Architect - Full Potential Solutions

Full Potential Solutions (FPS) is a global product and services company headquartered in the US. We help contact centers around the world better engage with their customers by combining our deep domain expertise with cutting-edge technology. Our AI enabled, cloud-scalable analytics products enhance the end-to-end customer journey via omnichannel engagement (voice, email, SMS, chat and conversational AI) and optimize agent performance. Our offices are spread across US, India and Philippines. 

Some exciting initiatives we are working on are:

• Design, develop and deploy amazing omni-channel customer experiences on top of Amazon Connect, including developing proprietary tools and services to extend the Connect platform 
• Developing a comprehensive Data, Analytics and Reporting  platform to integrate, measure and analyze millions of daily customer interactions/metrics across all our clients 
• Designing and development amazing user experiences across data visualization and analytics in the customer engagement / contact center industry 
• Developing standardized AI/ML models to optimize customer engagement and agent performance using various Python frameworks and AWS services (Transcribe, Comprehend, Sagemaker, etc.)
• Building web/mobile apps to improve agent/manager performance across thousands of agents (metrics, gamification, collaboration)
• Deploying cutting-edge, tech-enablement services using the AWS ecosystem, including microservices and serverless architecture, CI/CD pipelines, event notification services, search services, multi-tenant architecture and lots more. 

Our team has successfully built and scaled analytics-focused products and services at companies such as Salesforce, Demandware, IBM, IBEX, and T-Mobile.  We have strong backgrounds in Computer Science, Math and Engineering from top universities.  We strongly believe that empowered people are the key to building a great company, and our development process focuses on iteratively improving our products as well as ourselves as individuals and as a team.  

Our mission as a company is to create an environment where our people THRIVE.

The AWS Connect Solution Architect will design, implement, and maintain AWS Connect solutions. This role involves working closely with clients and business teams to develop scalable and robust contact center systems that enhance customer experience.

• Architect and design scalable customer contact solutions using Amazon Connect.
• Integrate Amazon Connect with other AWS services like Lambda, S3, DynamoDB, Lex, and external systems to elevate the capabilities of contact center solutions.
• Develop and maintain scalable and robust architectures for both new and existing applications that leverage Amazon Connect.
• Provide technical leadership in the deployment and configuration of Amazon Connect instances, including call flows, contact attributes, and reporting.
• Engage with business stakeholders to understand their requirements and translate them into technical specifications.
• Ensure compliance with best practices in cloud security.
• Prepare and conduct presentations and demonstrations to business owners to showcase system functionality and features.
• Stay up-to-date with the latest updates and features from Amazon Connect and other AWS services, sharing knowledge across the team.
• Support continuous improvement by investigating alternatives and technologies which improve the efficiency of the contact center.
• Document architectures and procedures ensuring that they meet all applicable compliance requirements.

• Have a lot of fun…it's unavoidable
• Work directly with and learn from the business, product, analytics and engineering leaders across the organization
• Exhibit our core values: integrity, excellence, accountability and grace

• Proven work experience with AWS Connect and other AWS Services, at least 3+ years
• Strong understanding of AWS Connect and contact center operations and technologies
• Excellent problem-solving skills and ability to work in a fast-paced environment
• Effective communication skills, both written and verbal
• Experience with programming languages such as Python/Javascript for automation and integration tasks
• AWS certifications, such as AWS Certified Solutions Architect - Associate or AWS Certified Developer, are a plus.
• Familiarity with contact center technologies such as IVR systems, ACD systems and CRM Integrations