Hi,
Please find my direct client job requirement for your consideration.
Title: Solution Architect – Contact Center, Amazon (AWS) Connect
Location: Atlanta, GA {Hybrid}
Duration: 03 Months (with possibility of extension)
We are currently seeking a highly skilled Amazon Connect Solution Architect with experience in designing and implementing AWS Cloud contact center solutions. We seek the best problem-solvers, idea-makers, and high-energy professionals for our fast-growing practice area. We need an individual with good instincts and a positive outlook that can overcome any obstacle.
Responsibilities:
• Help in the design and implementation of AWS Cloud contact center solutions.
• Work with the DWM IT Team to design the end-to-end solution and provide technology guidance.
• Lead the Implementation of AWS Connect as a SaaS solution. Implement analytics and Interaction Recording Platform. Participate in migration efforts in the cloud contact center and assist the Subject Matter Expert in migrating and deploying the solutions.
• Provide cost savings through infrastructure and server consolidation • Provide solution optimization and process improvement with unique template IVR and interaction routing
Required Qualifications:
• At least five years of IT experience in customer service technologies, including Contact center cloud-based Products, solution design, and implementation.
• Hands-on experience in Experience in functional design for contact center solutions.
• Experience helping customers 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, and 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.
• Experience providing technology architecture for contact center migration from on-premise to cloud and managed several projects from a design and technology perspective.
• Demonstrated understanding of creating learning documents, best practices on AWS cloud solutions, and working experience with AWS professional services.
• Able to provide cost savings, solution optimization, and process improvement for current organization and internal business partners.
• Capable suggest solutions like call back and managing 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 technologies. Can analyze, lead, and execute.
• Leadership experience in achieving platform stability, resiliency, and high availability.
• Excellent analytical, communication (oral & written), and interpersonal skills • Should be a self-motivated person who is a quick learner, team player, and challenge-seeker.
• Effective leadership and project execution skills, happy to mentor and share knowledge. Preferred Qualifications:
• State and Local government, Banking, Insurance, and Education/e-Learning domain experience is preferred.
• Experience using Agile methodologies.
• Six Sigma yellow belt or green belt training is an advantage.
• A cloud certification is also a plus. You Will Enjoy:
• An opportunity to be a part of a great culture, an awesome team, a challenging work environment, and some fun along the way!