Cloud Solutions Architect

4 weeks ago


Philadelphia, Pennsylvania, United States Tenth Revolution Group Full time

**Transform Customer Experiences with Our Contact Center Agent Assist Platform**

At Tenth Revolution Group, we're seeking a skilled Cloud Solutions Architect to join our team and help us develop a cutting-edge Contact Center Agent Assist platform. This innovative solution aims to enhance the performance of customer service agents and improve overall customer experiences.

The platform will focus on the following key components:

  • Enterprise Architecture: Establish a robust framework and blueprint for the contact center systems, defining the overall structure, components, and technology stack that will support the agent assist functionality.
  • AWS Full Stack Technologies: Leverage AWS services for backend infrastructure, data storage, security, and potentially machine learning capabilities.
  • AI/ML Integration: Incorporate artificial intelligence and machine learning algorithms to analyze interactions, predict customer needs, and provide real-time assistance to agents.
  • Cloud Infrastructure: Build the platform on a cloud-based infrastructure to ensure scalability, reliability, and flexibility.
  • Full-Stack Development: Integrate user interfaces for agents with backend services that process data and provide real-time suggestions and insights to improve interactions.
  • Optimizing Agent Performance: Identify ways to assist contact center agents in their roles, making them more efficient and improving their capability to handle customer service requests.
  • Enhancing Business Communications: Streamline and enhance communication channels, making interactions smoother for agents and customers alike.
  • Driving Operational Excellence: Improve the efficiency of agents and enhance the customer service experience, ultimately achieving higher operational standards and better overall performance for the contact center.

Key Qualifications and Skills:

  • Enterprise Architecture: Proven experience focused on cloud solutions, specifically in contact center technologies.
  • AWS Full Stack Proficiency: Primarily with Lambda, API Gateway, and DynamoDB.
  • AI/ML Integration: Experience integrating AI-driven models for agent assistance in contact center environments.
  • Full Stack Development: Proficient in Node.js, Angular, and Python.
  • Contact Center Knowledge: Familiarity with various contact center platforms and communication tools.
  • Cloud Security: Strong knowledge of compliance regulations such as GDPR and PCI-DSS.


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