Technical Architect AWS Connect

Job Description
The Technical Architect will be responsible for designing and implementing a state-of-the-art

Contact Centre solution using AWS Connect and building a CCaaS solution. The ideal

candidate will have extensive experience in the Contact Centre domain, a deep

understanding of AWS services, experience documenting existing solutions, and a proven

track record of leading large-scale technology transformations.

Key Responsibilities

● Led the Contact Center transformation team's entire project lifecycle, including design,

architecture, and implementation.

● Collaborate with stakeholders to understand business requirements and translate them

into technical solutions.

● Develop and maintain architectural blueprints and detailed technical documentation.

● Ensure the contact centre solution's scalability, reliability, and security.

● Integrate AWS Connect with other AWS services and third-party applications to enhance

contact centre capabilities.

● Communicate effectively with stakeholders and the project team to ensure alignment on

project goals, requirements, and progress.

● Provide technical leadership and mentorship to the project team.

● Conduct regular reviews of system performance and make adjustments as needed.

● Stay up-to-date with the latest industry trends and best practices in Contact Centre

technology and AWS services.

● Coordinate with vendors and external partners to ensure seamless integration and

delivery of the solution.

Requirements

Qualifications

● Bachelor's degree in Computer Science, Information Technology, or a related field.

Advanced degree preferred.

● Minimum of 8 years of experience in the Contact Centre domain, focusing on technology

transformation.

● Proven hands-on experience with AWS Connect and its whole ecosystem

● Strong understanding of Contact Centre technologies, including IVR systems, ACD, CTI,

and CRM integration.

● Excellent problem-solving skills and the ability to think strategically.

● Strong communication skills and the ability to collaborate effectively with

cross-functional teams.

● AWS certification(s) such as AWS Certified Solutions Architect, AWS Certified DevOps

Engineer, or similar is highly desirable.

● Experience with Agile/Scrum methodologies is a plus