NEWPosted 3 hours ago

Job ID: JOB_ID_10474

Job Title: Amazon Connect Voice Architect

We are looking for a skilled Amazon Connect Voice Architect to design, implement, and manage scalable contact center solutions. This role involves working with AWS services and ensuring seamless integration and optimal performance of our communication systems.

Responsibilities:

  • Design and implement scalable contact center solutions using Amazon Connect and other AWS services.
  • Configure, deploy, and troubleshoot Amazon Connect, SIP, and VOIP systems.
  • Develop and optimize contact flows, IVR (Interactive Voice Response), and call routing strategies to enhance customer experience.
  • Integrate Amazon Connect with various AWS services to automate workflows, leveraging Python for scripting.
  • Build and maintain real-time audio/video solutions utilizing WebRTC for web-based applications.
  • Manage SIP trunking, Direct Inward Dialing (DID), and Toll-Free Numbers, coordinating effectively with telecom providers.
  • Ensure the security and compliance of the contact center environment with AWS best practices and relevant regulatory standards.
  • Conduct interoperability testing, quality assurance, and performance optimization to ensure system reliability.
  • Integrate contact center platforms with ServiceNow CRM to facilitate seamless workflow management.
  • Troubleshoot and resolve complex issues related to contact flows, agent connectivity, and system integrations.
  • Monitor and analyze key metrics, reports, and dashboards to identify areas for operational improvement.
  • Create comprehensive technical documentation and architectural diagrams for the contact center solutions.
  • Train and support stakeholders on system usage, new features, and best practices.
  • Collaborate effectively with IT, operations, and business teams to deliver robust and efficient solutions.

Technical Skills Required:

  • Proven experience in designing and implementing Amazon Connect solutions.
  • Strong understanding of AWS services relevant to contact centers (e.g., Lambda, S3, CloudWatch).
  • Expertise in configuring and managing SIP and VOIP systems.
  • Experience with contact flow development, IVR design, and call routing.
  • Proficiency in Python for scripting and automation.
  • Knowledge of WebRTC for real-time communication.
  • Familiarity with SIP trunking, DID, and Toll-Free Number management.
  • Understanding of security and compliance in AWS environments.
  • Experience with ServiceNow CRM integration is a plus.
  • Strong analytical and problem-solving skills.
  • Excellent communication and collaboration abilities.

Employment Type:

C2C Contract

Location:

Plano, Texas

This role is for the Mphasis Account.

Compensation & Location

Salary: $70 – $70 per hour

Location: Plano, TX

Recruiter / Company – Contact Information

Recruiter / Employer: Mphasis

Email: rachit.thakur@zodiac-solutions.com

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