Network Voice - Amazon Connect
Primary Location : Noida / Chennai / Bengaluru / Hyderabad / Pune
Experience : 14+ years
Requirement Details :
Position Overview (Job Summary) :
The Amazon Connect Architect is responsible for designing and implementing scalable, secure, and integrated cloud contact center solutions using Amazon Connect and the AWS ecosystem. The role involves leading technical teams, ensuring compliance, and delivering omnichannel customer experiences through automation and intelligent workflows.
Primary Skills :
Amazon Connect architecture and implementation
AWS services : Lambda, Lex, S3, DynamoDB, CloudWatch, IAM, API Gateway
Contact Flow design and IVR scripting
Integration with CRM, ticketing, and WFM systems
Python and Lambda development
REST API and web service integration
Security and compliance (PCI, HIPAA, GDPR)
AWS Well-Architected Framework
Secondary Skills :
Machine learning, NLP, and speech analytics (e.g., Contact Lens, Amazon Q in Connect)
Agile / Scrum methodologies and JIRA
Infrastructure-as-Code (CloudFormation, Terraform)
DevOps and CI / CD practices
Telephony protocols (SIP, VoIP)
AWS CXE tools : Pinpoint, SES, Bedrock, Segment AI, Campaigns
QuickSight (reporting and dashboards)
VPC and CIDR configuration
Experience : 14+ years
Experience leading scrum teams and delivering AWS-based contact center solutions
Proven track record in large-scale system integration and cloud migrations
Role and Responsibilities :
A. Key Responsibilities
Design end-to-end cloud contact center solutions using Amazon Connect and AWS services
Gather requirements and define user journeys and workflows
Lead technical teams and provide architectural guidance
Integrate Amazon Connect with third-party systems (CRM, WFM, analytics, telephony)
Plan and execute migrations from legacy systems
Ensure security, compliance, and adherence to AWS best practices
Automate workflows using Lambda, Lex, and other AWS tools
Enable omnichannel capabilities (voice, chat, email, SMS)
Monitor performance using CloudWatch, Contact Lens, and dashboards
Maintain architecture documentation and implementation guides
B. Additional Responsibilities
Lead scrum teams and convert user stories into technical designs
Deliver solutions aligned with AWS Well-Architected Framework
Document call flows and technical specifications
Support complex implementations (e.g., Contact Lens dashboards, Amazon Q, Segment AI)
Collaborate with cross-functional teams in Agile environments
Educational Qualification :
Bachelor’s degree in Computer Science, Engineering, or related field (preferred)
Certifications : Highly Desirable :
AWS Certified Solutions Architect – Associate or Professional
Nice to Have :
Certifications in DevOps, security, or contact center platforms
Voice • Delhi, India