Associate Architect – Amazon Connect

Role Overview

• Provide technical support, in-depth expertise, architectural leadership and proactive advisory guidance on client engagements
• Discover, define and deliver roadmaps, strategies and solutions, educating the client and internal teams as appropriate throughout the life of client engagements and AWS – Amazon Connect roadmaps
• Regularly interface with technical and business staff of client, including the managed services engagement sponsors and stakeholders
• Conduct / lead workshops for complex designs to meet client, business and technical objectives
• Manage time and expense to meet or exceed expectations defined in the client contracts
• Provide high quality content deliverables using the appropriate document templates
• Ensure Amazon Connect environment are configured as designed to the client's satisfaction and approval
• Lead complex Incident and Service Request support
• Proactively develop plans and activities to avoid delivery problems
• Lead the resolution of complex on-going technical problems through problem management
• Provide technical oversight on service delivery accuracy and quality
• Perform and lead new client technical onboarding. This includes reviewing and documenting client environments, policies and related processes as they pertain to the scope of services and the client environment.
• Partner with engineering teams and clients to ensure smooth onboarding and ongoing production support for managed services.
• Create and maintain RunBooks (for example: daily operations guides, troubleshooting instructions and knowledge articles)
• Work with Managers, Coworkers, Project Managers and Clients to manage expectations and timelines to ensure expectations and commitments are being met
• Identify and communicate potential cross-selling opportunities to the sales team
• Lead the discovery and write up of technical proposals
• Complete projects/tasks on a timely basis, according to commitments made to stakeholders and management. Report project/task status as part of internal and client meetings.
• Provide production support, including troubleshooting, debugging, monitoring, and maintenance using tools like Splunk, Datadog, CloudWatch, and ScienceLogic.
• Conduct performance assessments and identify areas of improvement as required in the client environment
• Handle multiple Amazon Connect clients, instances, architectures, configurations, and customizations.
• Stay abreast of the latest contact center technologies and Amazon Connect services advancements.
• Contribute to the continuous improvement of our managed services offerings.

Requirements

• Bachelor’s degree in business, computer science, a related technical degree or equivalent
• Seven years’ experience delivering complex technical Amazon Connect solutions including planning, development, implementation and on-going support.
• Minimum 4 to 5 years of experience in Amazon connect and overall, 8 years of experience in AWS cloud platform.
• In-depth knowledge of Amazon Connect features and services (contact flows-voice and chat)
• Configure and manage queues, routing profiles, and agent setups.
• Hands-on experience with AWS services, including IAM, AWS Lambda, S3, Amazon Lex, API Gateway, and DynamoDB.
• Experience with CI/CD tools (CodePipeline, GitHub Actions), version control (Git/Bitbucket), and container orchestration (ECS, EKS, Fargate).
• Expertise in contact center technologies, including telephony, IVR, ACD, routing, workforce management, and reporting.
• Experience in chat/messaging integrations (WhatsApp, SMS, Amazon Pinpoint).
• Experience with integrating Amazon Connect with other AWS services and enterprise systems (Salesforce, Zendesk, Genesys, etc.).
• Expertise in DevOps methodologies, CI/CD pipeline, and automation tools.
• Strong understanding of cloud-based contact center solutions and architectures.
• Experience with application monitoring tools and performance assessments.
• Proficiency in programming languages, especially Node.js and Python.
• Ability to work weekends and/or off hours as necessary to meet clients' needs.

Tech Stack

• AWS
• Cloud
• DynamoDB
• JavaScript
• Node.js
• Python
• Splunk

Benefits

• Professional development opportunities
• Flexible work arrangements