Social network you want to login/join with:
* Consult Stakeholders in technical design and decision making around integrations architecture.
* Produce the target state based on AWS Connect (most likely in Bring-Your-Own-Telephony).
* Design end-to-end CCaaS architecture using Amazon Connect, Salesforce SCV, Lambda and other core AWS services.
* Design and implement call routing and handling logic to align with Salesforce SCV routing.
* Design and Implement security best practices within Amazon Connect to protect customer data and ensure compliance with regulations.
* Define and implement backup and disaster recovery (DR) strategies for Amazon Connect flows, call recordings, DynamoDB configurations, and integrated services.
* Collaborate with DevOps team for Amazon Connect resource deployment automation.
* Monitor and optimise the performance of Amazon Connect to ensure efficient call handling and customer service.
* Develop and maintain high-quality code following best practices and industry standards.
* Stay updated on new features and capabilities of Amazon Connect and recommend improvements to enhance the contact center operations.
Requirements:
* Hands-on experience with Amazon Connect, Amazon Lex, AWS CLI, Kinesis, S3, RDS and other core AWS services.
* Strong expertise with Salesforce SCV integration, S3, CloudWatch, and Amazon Connect APIs.
* Experience in Dynamic and conversational IVR flow designusing Amazon Lex, Polly, lambda and Dynamo DB.
* Experience in speech analytics, transcription, and sentiment analysis using Contact Lens.
* Experience with monitoring solutions such as Cloud Watch, CloudTrail, Datadog etc.
* Experience building integrations across WFM, CRM, Unified Communications, and contact centre solutions is an added advantage.
* Experience in implementing and maintaining security measures within Amazon Connect to protect customer data and ensure compliance.
* Strong communication and cross-functional leadership skills.
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