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Jobs or company...
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Amazon Connect Architect

Salary undisclosed

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Dice
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Simplified

Note: Only Full-Time
Role: Amazon Connect Architect

Location: Wilmington DE / Jersey City, NJ

Skills: Amazon connect: 80% , Genesys /Contact Center: 20%

Responsibilities:

  • The role also involves designing and implementing enterprise-class security, network, and systems management solutions while continually optimizing stack and infrastructure for cost efficiency, performance, availability, and security.
  • Migrate, Modernize and deploy customer call centers to the Amazon Connect platform Architect and design third party integrations with Amazon Connect
  • Develop feature functionality for Amazon Connect
  • Work internally to improve and develop products and services related to Call Center as a Service primarily operated by Amazon Connect.
  • You will collaborate with sales teams, leading solutions architects, and engineers in the solutioning and delivery process, focusing on public cloud architectures aligned with industry standards like the AWS Well-Architected Framework.
  • Key responsibilities include discovering, assessing, mobilizing, and executing client migrations, leveraging the latest public cloud service offerings to optimize environments, minimize technical debt, and reduce operating costs.
  • An automation-first approach is pivotal in implementing and maintaining client solutions.
  • Desired qualifications encompass a well-rounded IT Operations background, hands-on experience with AWS Connect, familiarity with various AWS services, and active AWS Associate certifications.
  • Successful candidates will possess a track record of technical consulting, architecture engagements, and managing AWS environments, along with proficiency in Infrastructure as Code (IaC) and configuration management languages.
  • Help in design and implementation of AWS Cloud contact center solutions.
  • Work with customer IT Architecture team to design the end-to-end solution and provide technology guidance.
  • Implementing Genesys Speech Analytics on top of the Genesys Interaction Recording Platform
  • Participate in migration efforts in cloud contact center and provide assistance as the Subject Matter Expert in the migration and deployment of the solutions.
  • Provide cost savings though infrastructure and server consolidation
  • Provide solution optimization and process improvement with unique template IVR and interaction routing

Required Qualifications:

  • At least 12 years of IT experience in customer service technologies including Contact center cloud based Products, solution design and implementation; also experienced in omni-channel and AI/ML solutions.
  • Hands-on experience in Experience in functional design for contact center solutions;
  • Experience helping customer build business cases
  • Experience should include people and team management, enterprise architecture and technical leadership.
  • Proficient in conducting Cloud contact center solutions roadmap sessions with business leadership, vendor architecture and sales support.
  • Experience providing digital experience, business automation solutions using AI/ML as well as contact center technologies
  • Successful track record managing software evaluations for cloud migrations for customer service channels
  • Experience setting up pilots and POC for solution evaluations and further migration to production solutions
  • Expertise in managing and leading technology mergers as a result of organizational acquisitions.
  • Experience in providing technology architecture for contact center migration from on premise to cloud and managed several contact center technology projects from design and technology perspective.
  • Demonstrated understanding of how to create learning documents, best practices on AWS cloud solutions and working experience with AWS professional services.
  • Able to provide cost savings, solution optimization, process improvement for current organization and previous clients
  • Capable of suggesting solutions like call back, hybrid EWT and managed for a successful implementation
  • Experienced in leading operational automation for contact center management and monitoring
  • Also skilled in leading major technology transformations in contact center and AI/ML technologies
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.
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