Must Have Technical/Functional Skills

Required Skills

· Deep expertise in Amazon Connect Architecture and Solution Design.

· Strong knowledge of AWS services including Lambda, API Gateway, DynamoDB, S3, CloudWatch, EventBridge, and IAM.

· Experience with IVR design, intelligent routing, CTI integrations, and omnichannel contact center solutions.

· Knowledge of REST APIs, microservices, event-driven architectures, and cloud-native application design.

· Experience integrating Amazon Connect with CRM platforms such as Salesforce, ServiceNow, or similar systems.

· Strong understanding of security, authentication, compliance, and enterprise architecture principles.

Preferred Qualifications

· Experience with Amazon Lex, AWS Bedrock, Conversational AI, Voice Bots, and Contact Center Analytics.

· Banking, Financial Services, or large-scale customer service transformation experience.

· AWS Solutions Architect and/or Amazon Connect certifications preferred.

· Experience leading cloud migration and modernization initiatives.

Roles & Responsibilities

· Architect and design enterprise-grade Amazon Connect solutions for voice, chat, IVR, and omnichannel customer engagement.

· Define contact center modernization and cloud migration strategies.

· Design integrations with CRM, customer data platforms, workforce management, and enterprise applications.

· Develop architecture for conversational AI, virtual assistants, voice bots, and self-service solutions.

· Establish security, compliance, resiliency, and operational standards for contact center platforms.

· Provide technical leadership, solution governance, and architecture oversight throughout project delivery.

· Collaborate with business stakeholders, product owners, development teams, and vendors to align solutions with business objectives.

Employee Benefits Summary:

Discretionary Annual Incentive.

Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.

Family Support: Maternal & Parental Leaves.

Insurance Options: Auto & Home Insurance, Identity Theft Protection.

Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.

Time Off: Vacation, Time Off, Sick Leave & Holidays.