Shape the Future of Customer Experience! We are seeking a highly skilled and motivated Principal Amazon Connect Architect to join our innovative, remote team. In this pivotal role, you will leverage your expertise to design, build, and optimize scalable Amazon Connect solutions, driving exceptional customer service and seamless integration with Salesforce Service Cloud Voice. We offer a competitive compensation package commensurate with experience.
Responsibilities:
- Architectural Design: Design and develop robust, scalable Amazon Connect solutions tailored to specific business needs, incorporating migration strategies and seamless integration with Salesforce Service Cloud Voice.
- Migration Leadership: Lead and execute complex migration projects, conducting thorough assessments of existing contact center environments, developing comprehensive migration strategies, and ensuring smooth transitions to Amazon Connect.
- Salesforce Integration: Collaborate closely with Salesforce teams to ensure seamless integration between Amazon Connect and Service Cloud Voice, fostering a unified and efficient customer service experience.
- Solution Optimization: Continuously evaluate and optimize Amazon Connect configurations, identifying opportunities to enhance performance, improve cost-efficiency, and elevate the overall customer experience.
- Technical Guidance: Provide expert guidance and technical leadership to internal teams and stakeholders regarding best practices, capabilities, and limitations of Amazon Connect and Salesforce Service Cloud Voice.
Requirements:
- 10+ years of relevant IT experience, with a strong focus on cloud technologies and at least 3 years of hands-on Amazon Connect development and deployment.
- Proven experience as an Amazon Connect Architect or in a similar role, with a demonstrable track record of successful migration strategies and Salesforce Service Cloud Voice integration.
- AWS Solution Architect certification is highly preferred, showcasing deep expertise in architecting solutions on the AWS platform.
- Hands-on experience with a range of AWS services integrated with Amazon Connect, including AWS Lambda, Amazon S3, Amazon Lex, Amazon DynamoDB, and Amazon Firehose.
- Deep understanding of Amazon Connect functionalities, including contact flows, Workforce Optimization (WFO), integrations, and AWS services supporting Connect.
- Proficiency in Salesforce Service Cloud Voice setup, configuration, and integration with Amazon Connect.
- Exceptional communication and collaboration skills, with the ability to effectively partner with cross-functional teams and stakeholders.
- Proven experience leading migration projects from assessment and planning through execution and post-migration optimization.
- Strong problem-solving skills and the ability to thrive in a fast-paced, dynamic environment.
Additional Preferred Qualifications:
- Familiarity with telecom regulations and compliance standards, particularly as they relate to contact centers and telephony services.
- Prior experience with phone number porting processes, including a thorough understanding of the complexities and requirements involved in transferring phone numbers between carriers or services.
- Knowledge of industry best practices regarding telecom compliance, data security, and privacy regulations relevant to contact center operations.
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