CCaaS Architect - Amazon Connect

Responsibilities

• Own the complete architecture, design and implementation of enterprise CCaaS solutions built on Amazon Connect and related AWS services
• Create and carry out strategies for contact center modernization and migration, moving organizations from legacy platforms to Amazon Connect
• Design scalable solutions for IVR, contact flows, intelligent routing, conversational AI and omnichannel customer engagement
• Build secure, resilient AWS infrastructure covering networking, integrations and disaster recovery, while ensuring performance, compliance and business continuity
• Oversee integration architecture spanning Lambda, API Gateway, Lex, CRM systems, enterprise applications and event-driven services
• Conduct architecture reviews, optimize performance, troubleshoot issues and provide technical governance while supporting engineering teams through implementation and production rollout
• Work alongside customers and stakeholders during solution workshops, technical estimations, architecture proposals and responses to RFPs/RFIs

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