Responsibilities:
1. Consult Stakeholders in technical design and decision making around integrations architecture.
2. Produce the target state based on AWS Connect (most likely in Bring-Your-Own-Telephony).
3. Support in estimations.
4. Design end-to-end CCaaS architecture using Amazon Connect, Salesforce SCV, Lambda and other core AWS services.
5. Design and implement call routing and handling logic to align with Salesforce SCV routing.
6. Design and Implement security best practices within Amazon Connect to protect customer data and ensure compliance with regulations.
7. Define and implement backup and disaster recovery (DR) strategies for Amazon Connect flows, call recordings, DynamoDB configurations, and integrated services.
8. Collaborate with DevOps team for Amazon Connect resource deployment automation.
9. Monitor and optimise the performance of Amazon Connect to ensure efficient call handling and customer service.
10. Develop and maintain high-quality code following best practices and industry standards.
11. Stay updated on new features and capabilities of Amazon Connect and recommend improvements to enhance the contact center operations.
Requirements:
12. Hands-on experience with Amazon Connect, Amazon Lex, AWS CLI, Kinesis, S3, RDS and other core AWS services.
13. Strong expertise with Salesforce SCV integration, S3, CloudWatch, and Amazon Connect APIs.
14. Experience in Dynamic and conversational IVR flow designusing Amazon Lex, Polly, lambda and Dynamo DB.
15. Experience in speech analytics, transcription, and sentiment analysis using Contact Lens.
16. Experience with monitoring solutions such as Cloud Watch, CloudTrail, Datadog etc.
17. Experience building integrations across WFM, CRM, Unified Communications, and contact centre solutions is an added advantage.
18. Experience in implementing and maintaining security measures within Amazon Connect to protect customer data and ensure compliance.
19. Strong communication and cross-functional leadership skills.
Reference
CR/128253_1753283156
Date
23 Jul 2025