Solution Architect – Contact Center, Amazon (AWS) Connect

$150,000 - $175,000 yearly
  • The Resume Review - Recruiting Department
  • Remote
  • Sep 29, 2021
Full time Information Technology

Job Description

Responsibilities
You will conduct cloud contact center road map sessions with business leadership, vendor architecture and sales support. You will lead software evaluations for cloud migrations for customer service channels.
 
In addition, you will:
Set up pilots and POC for solution evaluations and further migration to production solutions
Manage and lead technology mergers as a result of organizational acquisitions
Provide technology architecture for migration from on premise to cloud and lead several contact center technology projects from design and technology perspective
Build both learning documents and standard methodologies on AWS cloud solutions
Use agile methodologies (SAFe), including waterfall. Optimize solutions and improve processes for current organization
Suggest solutions such as call back, hybrid EWT. Lead operational automation management and monitoring
Lead major technology transformations in contact center and artificial intelligence technologies. Analyze, lead and execute changes for MIPS reduction
Lead efforts to achieve platform stability, resiliency and high availability. Provide cost savings though infrastructure and server consolidation
 
Qualifications
10+ years of IT experience in customer service technologies including Contact center cloud based products, solution design and implementation
Experience with Amazon Connect, Contact Flow Design, Lambda Integration Lex Integration and Call Center Routing 
Experience with team management, enterprise architecture and technical leadership
Must have handled at least one cloud migration projects in AWS environment and should have worked in on-premise contact center solutions. project and with sizable team
Genesys/Cisco/Avaya/Twilio/ contact center products knowledge and whole contact center domain knowledge 
Excellent analytical and communication (oral & written) skills
Highly self-motivated, quick learner, great teammate, challenge seeker
Good leadership and project execution skills, happy to mentor and share knowledge
 
Preferred Qualifications
Six sigma yellow belt trained, green belt project in progress, cloud certified is helpful. Banking, Insurance and Education/e-Learning domain experience is helpful
Experience with Salesforce/Any CRM integration, Java, Python, Linux, MySQL, Siebel CRM and Kibana