Contact Center AWS Architect - Remote / Telecommute

Overview

Remote
On Site
Hybrid
$$95 / hr
Contract - W2
Contract - 1 day((s))

Skills

Contact Center AWS Architect

Job Details

Job Description:

Responsibilities:
  • Design and architect robust and scalable contact center solutions on AWS, utilizing services such as Amazon Connect, AWS Lambda, Amazon Lex, Amazon Polly, Amazon S3, Amazon DynamoDB, and others.
  • Lead the implementation and deployment of new contact center infrastructure and services on AWS, ensuring adherence to best practices and security standards.
  • Optimize existing contact center environments on AWS for performance, reliability, cost-effectiveness, and security.
  • Integrate Amazon Connect with other AWS services and third-party applications, such as CRM, workforce management, and analytics platforms.
  • Develop and maintain comprehensive documentation for contact center architecture, design patterns, and deployment processes.
  • Collaborate with contact center stakeholders, including business users, IT teams, and vendors, to gather requirements and translate them into technical solutions.
  • Provide technical guidance and mentorship to contact center and IT teams on AWS best practices and contact center technologies.
  • Troubleshoot and resolve complex technical issues related to the AWS contact center environment.
  • Stay up-to-date with the latest AWS services, contact center trends, and emerging technologies, and evaluate their potential application within our organization.
  • Ensure compliance with relevant industry regulations and security standards (e.g., PCI DSS, HIPAA) in the design and implementation of contact center solutions.
  • Participate in the development of disaster recovery and business continuity plans for the contact center infrastructure on AWS.
  • Contribute to the development of automation strategies for contact center deployments and operational tasks.
  • Assist in the evaluation and selection of new contact center technologies and vendors.
Qualifications:
  • Bachelor's degree in Computer Science, Information Technology, or a related field.
  • 8+ years of experience in designing and implementing contact center solutions.
  • 10+ years of hands-on experience working with AWS services, with a focus on architecting and deploying solutions.
  • In-depth knowledge of Amazon Connect and its core components (e.g., contact flows, routing, IVR, agent management).
  • Strong understanding of contact center technologies, such as ACD, IVR, CTI, call recording, quality management, and workforce management.
  • Experience with integrating contact center platforms with CRM systems (e.g., Salesforce, Zendesk, ServiceNow).
  • Proficiency in scripting and automation using languages such as Python, JavaScript, or AWS CLI.
  • Experience with infrastructure-as-code tools such as AWS CloudFormation or Terraform.
  • Strong understanding of network principles and security best practices in a cloud environment.
  • Excellent analytical, problem-solving, and troubleshooting skills.
  • Strong communication, presentation, and interpersonal skills with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
  • Ability to work independently and collaboratively in a fast-paced environment.
Preferred Qualifications:
  • AWS Certified Solutions Architect Associate or Professional certification.
  • Experience with other cloud-based contact center platforms (e.g., Genesys Cloud, NICE CXone).
  • Knowledge of AI and machine learning services relevant to contact centers (e.g., Amazon Lex, Amazon Comprehend).
  • Experience with data analytics and reporting tools for contact center metrics.
  • Familiarity with agile development methodologies.
Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.