About the Role
The position involves delivering scalable contact center implementations using Amazon Connect, supporting deployment, configuration, and ongoing system improvements.
Responsibilities
- Design and deploy Amazon Connect contact center architectures
- Configure telephony settings and routing logic
- Integrate contact flows with CRM and backend systems
- Troubleshoot and resolve system performance issues
- Support contact center reporting and analytics setup
- Implement security controls and compliance measures
- Collaborate with development teams on custom integrations
- Document system configurations and operational procedures
- Optimize call routing and customer journey paths
- Manage user permissions and contact center roles
- Perform testing for new features and updates
- Support migration from legacy systems to Amazon Connect
- Monitor system health and availability
- Provide technical guidance during project delivery
- Ensure high availability and disaster recovery readiness
- Work with stakeholders to define contact center requirements
- Support post-deployment operations and enhancements
- Maintain up-to-date knowledge of AWS services
- Assist in training contact center administrators
- Evaluate third-party tools for integration opportunities
- Drive continuous improvement initiatives
- Participate in incident response and root cause analysis
- Ensure adherence to best practices in cloud architecture
- Support scalability and capacity planning
- Coordinate with network and security teams
Compensation
Competitive salary based on experience
Work Arrangement
Hybrid work model with flexible scheduling
Team
Collaborative team environment focused on cloud solutions
Technology Stack
Amazon Connect, AWS Lambda, DynamoDB, S3, CloudWatch, API Gateway, IAM, Lex, and other AWS services
Project Engagement
Work on diverse client projects involving cloud contact center transformation and modernization
Available for qualified candidates
