Cloud Contact Center Architect

Responsibilities:

• Architectural Design: Design and develop scalable Amazon Connect, Five9 or similar contact center solutions tailored to specific business needs, considering migration strategies and integration with Salesforce Service Cloud Voice.
• Migration Expertise: Lead and execute migration projects, assessing current contact center environments, devising migration strategies, and executing smooth transitions to Amazon Connect, Five9 or similar contact center.
• Salesforce Integration: Collaborate with Salesforce teams to integrate Amazon Connect with Service Cloud Voice, ensuring a unified and efficient customer service experience.
• Solution Optimization: Continuously evaluate and optimize Amazon Connect setups, identifying opportunities for improved performance, cost-efficiency, and customer experience enhancements.
• Technical Guidance: Provide guidance and technical expertise to internal teams and stakeholders regarding best practices, capabilities, and limitations of Amazon Connect and Salesforce Service Cloud Voice.

Requirements:

• 10+ years of relevant IT experience involving cloud with at least 3 years of hands-on Amazon Connect, Five9 or similar contact center experience.
• Proven experience as a contact center architect or similar role, with a focus on migration strategies and Salesforce Service Cloud Voice integration.
• AWS Solution Architect Certification is preferred, showcasing expertise in architecting solutions on the AWS platform.
• Hands-on experience with AWS services integrated with Amazon Connect, such as AWS Lambda, Amazon S3, Amazon Lex, Amazon DynamoDB, Amazon Firehose, and others.
• Deep understanding of Amazon Connect functionalities, including but not limited to contact flows, WFO, integrations, and AWS services supporting Connect.
• Proficiency in Salesforce Service Cloud Voice setup, configuration, and integration with Amazon Connect.
• Strong communication skills and the ability to collaborate effectively with cross-functional teams and stakeholders.
• Experience in leading migration projects, from assessment and planning to execution and post-migration optimization.
• Strong problem-solving skills and the ability to thrive in a fast-paced, dynamic environment.

Additional Preferred Qualifications:

• Familiarity or direct experience with telecom regulations and compliance standards, particularly in relation to contact centers and telephony services.
• Prior involvement in phone number porting processes, understanding the intricacies and requirements involved in transferring phone numbers between carriers or services.

Knowledge of industry best practices regarding telecom compliance, data security, and privacy regulations relevant to contact center operations