Solution Architect - Amazon Connect

Description :

Key Responsibilities :

- Lead the end-to-end implementation, configuration, and customization of Amazon Connect.

- Design, develop, and optimize contact flows, queues, and routing profiles.

- Integrate Amazon Connect with Salesforce Service Cloud Voice and other third-party systems.

- Develop backend logic using AWS Lambda (Java/Python) and integrate with APIs.

- Build and deploy voice/chat bots using Amazon Lex.

- Implement call analytics and streaming solutions with Amazon Kinesis.

- Manage and optimize data storage using Amazon S3 and DynamoDB.

- Monitor performance, set alerts, and troubleshoot using CloudWatch and IAM.

- Automate deployments of contact center solutions using CI/CD pipelines, Terraform, and CloudFormation.

- Develop dashboards and reports for contact center KPIs, analytics, and performance monitoring.

- Work in Agile/Scrum teams, ensuring timely delivery of features and enhancements.

- Ensure solutions meet security, compliance, and telephony standards (SIP, DID, ACD, IVR, CTI).

Required Skills & Experience :

- 5-7 years of experience in cloud and contact center solution development.

- Strong hands-on experience with Amazon Connect (Contact Flows, Queues, Routing Profiles).

- Integration expertise with Salesforce Service Cloud Voice.

- Proficiency in AWS Lambda (Java or Python).

- Hands-on experience with Amazon Lex, Kinesis, S3, DynamoDB, CloudWatch, IAM.

- Proficiency in JavaScript, Node.js scripting/programming.

- Experience with CI/CD pipelines, DevOps practices, Terraform, CloudFormation.

- Knowledge of REST APIs, microservices, and integration frameworks.

- Familiarity with contact center KPIs, dashboards, and analytics.

- Understanding of telephony concepts: SIP, DID, ACD, IVR, CTI.

- Strong problem-solving and troubleshooting skills.

- Experience working in Agile/Scrum environments.

Preferred Certifications:

- AWS Certified Solutions Architect - Associate / Professional

- Amazon Connect Specialty Certification (if available)