Associate Technical Architect - Platform - AWS Connect

Must have skills:

Amazon Connect Expertise:

Hands-on experience with Amazon Connect, including configuration, building user-friendly call and chat flows with automation capabilities

Proficiency in Amazon Connect Voice and Chat flows, Queues, Routing Profiles, Contact Lens, Step by Step Guides, Amazon Q for Connect, Agent workspace, Customer Profiles and cases

Design, configure, and deploy Amazon Connect contact center solutions, including routing, IVR, and queue management

Integrate Amazon Connect with external systems, CRM tools (e.g., Salesforce, ServiceNow), AWS services (e.g., Lambda, S3), databases, and other backend systems

Experience Architecting an end-to-end omnichannel cloud contact center with Amazon Connect, Lex, Pinpoint and other AWS services

Proficient in AWS Lambda, API Gateway, and other serverless services

Ability to implement test scripts to confirm quality, reliability, and efficiency of technologies

Experience designing disaster recovery mechanisms and handling designing a scalable architecture

Familiarity with scripting languages such as Node.js or Python for creating AWS Lambda functions

Customer Experience Optimization:

Strong understanding of IVR design, call routing, and skills-based routing within Amazon Connect

Implement best practices for call routing, IVR flows, and integration with AWS AI services like Amazon Lex and Polly

Optimize Amazon Connect workflows for enhanced customer interactions

Administration & Support:

Monitor and troubleshoot the performance of the Amazon Connect environment

Conduct regular performance reviews and ensure compliance with industry standards and security requirements

Automation & Integrations:

Experience in CTI integration with CRM

Leverage AWS Lambda, Amazon Lex, and other AWS tools for process automation

Collaborate with development teams to create custom integrations using AWS SDKs or APIs

Training & Documentation:

Create and maintain documentation for Amazon Connect solutions and workflows

Provide training and support to users and administrators on the operation and troubleshooting of the system

Communication Skills:

Strong written and verbal communication skills to interact with internal teams and customers effectively

Good to have skills:

Amazon Connect Certifications:

AWS Certified Solutions Architect – Associate or AWS Certified Developer – Associate

Amazon Connect-specific certifications or experience with contact center implementations

AI & Machine Learning Experience:

Experience with AI-driven solutions like Amazon Lex for building chatbots or conversational agents

Security & Compliance Knowledge:

Familiarity with AWS security best practices, including IAM policies, data encryption, and ensuring compliance with standards like GDPR, PCI-DSS, etc

Reporting & Analytics:

Experience using Amazon QuickSight, Tableau, or other analytics tools for building reports and dashboards

Project Management Skills:

Ability to lead and manage projects from inception to completion, including gathering requirements, managing timelines, and delivering solutions

Experience working in an Agile and DevOps environment