Cloud Contact Center Architect

Job Role: Cloud Contact Center Architect

Location: Remote

Job Type: Full-time Only

Interview: Webcam

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.