Description

You will architect and design enterprise-grade Amazon Connect solutions for voice, chat, IVR, and omnichannel customer engagement.

This role is on-site.

Responsibilities

• Architect enterprise-grade Amazon Connect solutions for voice, chat, IVR, and omnichannel engagement.
• Define contact center modernization and cloud migration strategies.
• Design integrations with CRM platforms (Salesforce, ServiceNow), customer data platforms, and enterprise applications.
• Develop architecture for conversational AI, virtual assistants, voice bots, and self-service solutions.
• Establish security, compliance, resiliency, and operational standards for contact center platforms.

Required Skills

• 5+ years of experience with REST APIs, microservices, and event-driven architectures.
• Deep expertise in Amazon Connect architecture and solution design.
• Strong knowledge of AWS services including Lambda, API Gateway, DynamoDB, S3, CloudWatch, EventBridge, and IAM.
• Experience with IVR design, intelligent routing, CTI integrations, and omnichannel contact center solutions.
• Experience integrating Amazon Connect with CRM platforms such as Salesforce, ServiceNow, or similar systems.
• Strong understanding of security, authentication, compliance, and enterprise architecture principles.

Preferred Skills

• Experience with Amazon Lex, AWS Bedrock, Conversational AI, Voice Bots, and Contact Center Analytics.
• AWS Solutions Architect and/or Amazon Connect certifications.
• Banking, Financial Services, or large-scale customer service transformation experience.

Key Skills

Education

Any Graduate