AI First Contact Center Transformation - Miami, FL

Job Title: AI First Contact Center Transformation

Location: Miami, FL

Job description:   

• 10 to 16 years overall experience, with 5+ years in solution architecture and 3+ years in cloud/contact center/AI-led transformation programs.
• Define the overall architecture for Amazon Connect-based contact center modernization.
• Design AI-enabled customer and agent experiences across voice, chat, messaging, and digital channels.

Architect integration between:

• Amazon Connect
• Amazon Bedrock
• Amazon Nova Sonic
• Amazon Lex
• AWS Lambda
• API Gateway
• CRM / Core systems
• Enterprise knowledge repositories
• Data lake/analytics platforms
• Create solution blueprints, integration patterns, sequence flows, logical architecture, deployment architecture, and security architecture.
• Translate business requirements into scalable, secure, and production-ready AWS designs.
• AWS / Cloud Architecture
• Amazon Connect
• Amazon Bedrock
• Amazon Nova Sonic / Nova 2 Sonic
• Amazon Lex
• AWS Lambda
• API Gateway
• Amazon S3
• DynamoDB
• EventBridge
• Step Functions
• CloudWatch
• IAM
• AWS Glue
• Kinesis
• Athena / Redshift
• OpenSearch
• Secrets Manager
• VPC, PrivateLink, KMS, CloudTrail
• AI / GenAI Skills
• Large Language Models
• Small Language Models
• Prompt Engineering
• Retrieval-Augmented Generation
• Vector Databases
• Embeddings
• Bedrock Knowledge Bases
• Bedrock Agents
• AI Guardrails
• Model Evaluation
• Conversational AI
• Speech-to-Speech AI
• Agentic AI
• Multi-modal AI
• AI Observability
• Responsible AI
• Data Engineering Skills
• Data lake architecture
• Data ingestion and transformation
• Real-time and batch pipelines
• Knowledge ingestion pipelines
• Metadata management
• Data quality frameworks
• Data governance
• Semantic search
• Vector indexing
• Transcript analytics
• Customer interaction analytics
• Secure data access patterns
• Contact Center / CCaaS Skills
• Amazon Connect architecture
• IVR and routing design
• Voice bot and chatbot architecture
• Agent Assist
• Call summarization
• Contact Lens/speech analytics
• Queue and routing strategy
• CRM screen-pop
• CTI integration
• Call recording and analytics