Amazon Connect Solutions Architect

4 weeks ago


Wilmington, Delaware, United States AIT Global, Inc. Full time
Job Title: Amazon Connect Solutions Architect

At AIT Global, Inc., we are seeking an experienced Amazon Connect Solutions Architect to join our team. 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, focusing on public cloud architectures aligned with industry standards like the AWS Well-Architected Framework
  • Discover, assess, mobilize, and execute client migrations, leveraging the latest public cloud service offerings to optimize environments, minimize technical debt, and reduce operating costs
  • Implement automation-first approach in implementing and maintaining client solutions
  • Develop feature functionality for Amazon Connect
  • Work internally to improve and develop products and services related to Call Center as a Service primarily operated by Amazon Connect

Required Qualifications:
  • 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 customer build business cases
  • Experience should include 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/ML 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
  • Experience in providing technology architecture for contact center migration from on premise to cloud and managed several contact center technology projects from design and technology perspective
  • Demonstrated understanding of how to create learning documents, best practices on AWS cloud solutions and working experience with AWS professional services
  • 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/ML technology


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