JOB SUMMARY
We are seeking an experienced Amazon Connect Architect to lead the architectural design and implementation of cutting-edge features released by AWS. This role involves partnering with business stakeholders to deliver seamless, high-performing customer experiences across multiple channels, with responsibilities strictly limited to Amazon Connect, covering end-to-end design, setup, and configuration activities, as well as evaluating and delivering new feature requests driven by business requirements.
Key Responsibilities
• Design and document complex integrations between Amazon Connect and other AWS services (Glue, Athena, Lake Formation, Lex, Lambda, etc.).
• Integrate Amazon Connect with Salesforce CRM using modern integration packages such as Service Cloud Voice and SCC-AC.
• Utilize AWS Glue ETL pipelines to extract Connect Data Lake tables from AWS to Azure for long-term storage.
• Research and implement AI features such as Conversational IVR, AI-powered Case Summary, and AI-agent Contact Evaluation.
• Create and apply frameworks, methods, best practices, and artifacts specific to Amazon Connect implementations.
• Communicate clearly with internal teams and customers, translating business needs into technical solutions.
Required Qualifications
• Hands-on expertise with Amazon Connect configuration and administration.
• Experience integrating with Salesforce CRM for Agent Desktop.
• Proficiency across Amazon Connect components: Conversational AI, Omni-channel (Voice/Chat/Email/SMS), Queues, Routing Profiles, and Amazon QuickSuite.
• Strong IVR design and skills-based routing knowledge, including best practices for routing and flows.
• Serverless development skills: AWS Lambda, API Gateway.
• Scripting in Node.js or Python for Lambda.
• End-to-end omnichannel architecture experience using Amazon Connect and AWS services.
• Test automation and performance validation experience.
• Experience with Amazon Connect (Conversational IVR, AI).
• Experience with Salesforce CRM integration.
• End-to-end omnichannel (Voice/Chat/Email/SMS) architecture experience using Amazon Connect and AWS services.
• Scripting in Python.
• Test automation and performance validation experience.
Preferred Qualifications
• Architectural Design.
• Technological evaluation.
• Governance and compliance.
Certifications
• Bachelor's Degree
