Amazon Connect Solutions Architect

4 weeks ago


Jersey City, New Jersey, United States Diverse Lynx Full time
Job Summary

We are seeking a highly skilled Amazon Connect Solutions Architect to join our team at Diverse Lynx LLC. As a key member of our cloud contact center solutions team, you will be responsible for designing and implementing enterprise-class security, network, and systems management solutions while continually optimizing stack and infrastructure for cost efficiency, performance, availability, and security.

Key Responsibilities:
  • Design and implement cloud contact center solutions using Amazon Connect
  • Collaborate with sales teams, leading solutions architects, and engineers in the solutioning and delivery process
  • Develop feature functionality for Amazon Connect and work internally to improve and develop products and services related to Call Center as a Service
  • Assess, mobilize, and execute client migrations to the cloud, leveraging the latest public cloud service offerings to optimize environments, minimize technical debt, and reduce operating costs
  • Implement automation-first approach to maintain client solutions

Requirements

At least 12 years of IT experience in customer service technologies, including contact center cloud-based products, solution design, and implementation. Hands-on experience in functional design for contact center solutions, experience helping customers build business cases, and experience in people and team management, enterprise architecture, and technical leadership. Proficient in conducting cloud contact center solutions roadmap sessions with business leadership, vendor architecture, and sales support. Experience providing digital experience, business automation solutions using AI/Client, as well as contact center technologies. Successful track record managing software evaluations for cloud migrations for customer service channels. Experience setting up pilots and POC for solution evaluations and further migration to production solutions. Expertise in managing and leading technology mergers as a result of organizational acquisitions. Able to provide cost savings, solution optimization, process improvement for current organization and previous clients. Capable of suggesting solutions like call back, hybrid EWT, and managed for a successful implementation. Experienced in leading operational automation for contact center management and monitoring. Also skilled in leading major technology transformations in contact center and AI/Client technologies.

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