Designs, implements, and optimizes Amazon Connect contact center infrastructure, including routing, queues, contact flows, CRM integrations, serverless automation, monitoring, and IAM security. Integrates Salesforce, ServiceNow, workforce management tools, and legacy platforms such as Genesys, Five9, NICE, and CXone. Supports telephony migrations, troubleshoots cloud infrastructure, and develops scalable, highly available solutions for high-volume customer engagement.
Summary
We are seeking a highly skilled AWS Connect Administrator to lead the design, implementation, and optimization of our contact center infrastructure. This pivotal role ensures the seamless integration of omnichannel communication platforms with enterprise systems, driving operational efficiency and enhancing customer experience. The ideal candidate will leverage deep expertise in cloud telephony and workforce management to support a dynamic IT Services environment, ensuring high availability and scalability for critical business operations.
Responsibilities
- Architect and maintain Amazon Connect environments, including the configuration of routing, queues, and contact flows to meet evolving business needs.
- Integrate contact center solutions with core business applications such as Salesforce, ServiceNow, and other CRM platforms to streamline data flow and agent workflows.
- Develop and deploy serverless automation using AWS Lambda and Amazon Lex to create intelligent, self-service customer interactions.
- Monitor system performance and reliability through CloudWatch, implementing proactive measures to maintain optimal uptime and resolve incidents swiftly.
- Manage Identity and Access Management (IAM) policies to ensure strict security compliance and control access to sensitive contact center resources.
- Collaborate with stakeholders to analyze workforce metrics and optimize staffing strategies using advanced WFM tools.
- Support the migration and maintenance of legacy telephony systems, including Genesys, Five9, NICE, and CXone, to ensure smooth transitions and interoperability.
Requirements
Requirements:
- Possess 6-8 years of professional experience within the IT Services sector, with a strong focus on contact center technologies.
- Demonstrate advanced proficiency in Amazon Connect architecture, including the deployment of AWS Lambda functions and Amazon Lex bots.
- Show proven expertise in integrating contact centers with enterprise tools like Salesforce, ServiceNow, and various WFM platforms.
- Hold a solid understanding of CloudWatch monitoring, IAM security protocols, and the ability to troubleshoot complex cloud infrastructure issues.
- Bring hands-on experience with multiple contact center solutions, including Genesys, Five9, NICE, and CXone, to facilitate multi-vendor environments.
- Exhibit the ability to design scalable solutions that align with industry standards for high-volume customer engagement.
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