AWS Cloud Contact Center Architect

4 days ago

Lynchburg, United States Genworth Full time

AWS Connect Solution Associate

At Genworth, we empower families to navigate the aging journey with confidence. We are compassionate and experienced allies for those navigating care with guidance, products, and services that meet families where they are. Further, we are the spouses, children, siblings, friends, and neighbors of those that need care—and we bring those experiences with us to work in serving our millions of policyholders each day.

We apply that same compassion and empathy as we work with each other and our local communities. Our company values diversity and promotes a sense of belonging for all associates by embracing various perspectives and characteristics. We invest in the vitality of our local communities through grants from the Genworth Foundation, event sponsorships, and employee volunteerism.

Our strategy is guided by four key values:

  • Putting People First: We care about the individuals that make up our customers, colleagues, and communities.
  • Focusing on Others: We prioritize what's best for our customers and collaborate to drive progress.
  • Getting Things Done: We work towards a common purpose with intention and forge ways forward together.
  • Improving Constantly: We create fulfilling careers by learning from the world and each other.

This position is available to Virginia residents who can commute to Richmond or Lynchburg, VA, or work remotely from Eastern or Central Standard Time zones.

Your Role

The AWS Cloud Contact Center Architect will design, implement, and maintain scalable customer contact solutions using Amazon Connect. This architect will collaborate closely with both IT and business teams to develop contact center solutions that enhance the Genworth customer experience.

Key Responsibilities

  • Architect and design customer contact solutions using Amazon Connect.
  • Integrate Amazon Connect with other AWS services like Lambda, Lex, S3, RDS, and external systems for the contact center.
  • Develop and maintain robust architectures for new and existing applications leveraging Amazon Connect.
  • Provide technical leadership in deploying and configuring Amazon Connect instances, including call flows, contact attributes, and reporting.
  • Work with business stakeholders to understand their requirements and translate them into technical specifications.
  • Ensure compliance with best practices in cloud security.
  • Present system functionality and features to business owners.
  • Stay current with updates and features from Amazon Connect and other AWS services.
  • Support continuous improvement by investigating alternatives and technologies improving contact center efficiency.

What You Bring

  • Bachelor's degree or equivalent
  • Proven experience with AWS Connect and other AWS Services (at least 3+ years)
  • Strong understanding of AWS Connect and contact center operations and technologies
  • Programming skills in languages like Python/JavaScript for automation and integration tasks
  • AWS certifications are a plus
  • Contact center technology knowledge, such as IVR systems, ACD systems, and CRM Integrations
  • Excellent problem-solving skills and ability to work in a fast-paced environment
  • Effective communication skills

Benefits

Genworth offers competitive compensation, comprehensive benefits, and opportunities for professional growth. Benefits include:

  • Competitive salary: $105,000 - $140,000 per year
  • Comprehensive healthcare coverage
  • Multiple 401(k) savings plan options
  • Auto enrollment in employer-directed retirement account feature (100% employer-funded)
  • Paid time off and holidays
  • Disability, life, and long-term care insurance
  • Tuition reimbursement and training support
  • Wellness programs and resources

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