Amazon Connect Architect
Compunnel Inc.
JOB SUMMARY
We are seeking an experienced Amazon Connect Architect to lead the architectural design and implementation of cutting‑edge features released by AWS. This role involves partnering with business stakeholders to deliver seamless, high‑performing customer experiences across multiple channels, with responsibilities strictly limited to Amazon Connect, covering end‑to‑end design, set‑up, and configuration activities, as well as evaluating and delivering new feature requests driven by business requirements.
Key Responsibilities
- Design and document complex integrations between Amazon Connect and other AWS services (Glue, Athena, Lake Formation, Lex, Lambda, etc.).
- Integrate Amazon Connect with Salesforce CRM using modern integration packages such as Service Cloud Voice and SCC‑AC.
- Utilize AWS Glue ETL pipelines to extract Connect Data Lake tables from AWS to Azure for long‑term storage.
- Research and implement AI features such as Conversational IVR, AI‑powered Case Summary, and AI‑agent Contact Evaluation.
- Create and apply frameworks, methods, best practices, and artifacts specific to Amazon Connect implementations.
- Communicate clearly with internal teams and customers, translating business needs into technical solutions.
Required Qualifications
- Hands‑on expertise with Amazon Connect configuration and administration.
- Experience integrating with Salesforce CRM for Agent Desktop.
- Proficiency across Amazon Connect components: Conversational AI, omnichannel (Voice/Chat/Email/SMS), queues, routing profiles, and Amazon QuickSuite.
- Strong IVR design and skills‑based routing knowledge, including best practices for routing and flows.
- Serverless development skills: AWS Lambda, API Gateway.
- Scripting in Node.js or Python for Lambda.
- End‑to‑end omnichannel architecture experience using Amazon Connect and AWS services.
- Test automation and performance validation experience.
Preferred Qualifications
- Architectural design experience.
- Technological evaluation skills.
- Governance and compliance knowledge.
Certifications
- Bachelor's Degree
Vacancy posted 6 hours ago
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