CCaaS Architect - Amazon Connect

We are seeking an experienced CCaaS Architect specializing in Amazon Connect to lead the technical design and implementation of cloud-based contact center solutions. In this role, you will drive integration architecture decisions, design end-to-end CCaaS solutions and ensure secure, high-performing contact center operations that align with business needs.
Responsibilities
Lead technical design and decision making around integrations architecture
Produce the target state based on AWS Connect (most likely in Bring-Your-Own-Telephony)
Support in estimations
Design end-to-end CCaaS architecture using Amazon Connect, Salesforce SCV, Lambda and other core AWS services
Implement call routing and handling logic to align with Salesforce SCV routing
Apply security best practices within Amazon Connect to protect customer data and ensure compliance with regulations
Define and implement backup and disaster recovery (DR) strategies for Amazon Connect flows, call recordings, DynamoDB configurations and integrated services
Collaborate with DevOps team for Amazon Connect resource deployment automation
Monitor and optimize the performance of Amazon Connect to ensure efficient call handling and customer service
Develop and maintain high-quality code following best practices and industry standards
Stay updated on new features and capabilities of Amazon Connect and recommend improvements to enhance the contact center operations
Requirements
13-18 years of experience in software development
Hands-on experience with Amazon Connect, Amazon Lex and AWS CLI
Proficiency in Kinesis, S3 and RDS along with other core AWS services
Expertise in Salesforce SCV integration, CloudWatch and Amazon Connect APIs
Skills in dynamic and conversational IVR flow design using Amazon Lex, Polly and Lambda
Background in speech analytics, transcription and sentiment analysis using Contact Lens
Familiarity with monitoring solutions such as CloudWatch, CloudTrail and Datadog
Competency in implementing and maintaining security measures within Amazon Connect to protect customer data and ensure compliance
Knowledge of DynamoDB for IVR flow design and integrated configurations
Strong communication and cross-functional leadership skills
Nice to have
Capability to build integrations across WFM, CRM and Unified Communications
Experience with contact center solutions integrations