Shape the Future of Customer Engagement! Join our innovative and supportive team as an Amazon Connect Architect in this exciting remote, work-from-home role. We value flexibility and offer a hybrid work environment. Leverage your expertise to design and implement cutting-edge solutions that enhance customer interactions and drive business success. This is a pivotal role where you'll have a direct impact on our customer experience and contribute to our organizational growth. We offer a competitive salary and comprehensive benefits package.
Compensation & Benefits:
Annual salary range: $130,000 - $150,000, commensurate with experience. Eligible for our performance-based annual incentive program. Comprehensive benefits package including medical, dental, vision, life insurance, paid time off, 401(k) with company contributions, long-term/short-term disability, paid parental leave, and employee stock purchase plan. (See disclaimer for details.)
Responsibilities:
- Design and implement scalable and efficient AWS cloud contact center solutions using Amazon Connect.
- Collaborate with IT architecture teams to define end-to-end solutions and provide technical guidance.
- Lead and participate in cloud contact center migration projects, serving as a subject matter expert.
- Contribute to the integration of AI/ML solutions (e.g., Lambda, Lex) with Amazon Connect.
- Identify opportunities for cost optimization and process improvement within the contact center.
- Stay current with industry trends and emerging technologies in contact center solutions.
Qualifications:
- 12-15 years of experience in customer service technology, including cloud-based contact center solutions.
- Proven experience in solution design, implementation, and migration of contact center systems.
- Deep expertise in Amazon Connect, including contact flow design, Lambda/Lex integration, and call center routing.
- Strong knowledge of AWS services (Step Functions, Polly, Transcribe, S3, DynamoDB, Athena, Kinisis, CloudWatch, CloudFormation, EC2).
- Experience with CRM integrations (Salesforce or similar).
- Proficiency in Java, Python, Linux, MySQL, and other relevant technologies.
- Excellent analytical, communication, and problem-solving skills.
- Experience with Agile methodologies (SAFe) and waterfall development.
- Six Sigma certification (Yellow Belt preferred, Green Belt in progress) and AWS Cloud certification.
- Domain experience in Banking, Insurance, or Education/e-Learning is a plus.
Minimum Requirements:
- Proven experience managing contact center cloud migration projects in AWS.
- Strong understanding of contact center products from vendors like Genesys, Cisco, Avaya, and Twilio.
Ready to make a difference? This is a fantastic opportunity to contribute to a dynamic team and grow your career. Apply Now
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