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Amazon Connect Solution Architect

ANRI Solutions HR ServicesPune

30+ days ago

Job description

Job Description :

10 to 18+ years of IT Experience in customer service technologies including contact center cloud-based products, solution design and implementation.
Amazon Certified Solution Architect
Amazon Connect certification (good to have)
Implementation of AWS Connect with relevant additional services in at least 2 enterprise scale customers
Proven technologist who has provided measurable impact to customers (end user CSAT, call handling time reduction etc.)
Experience in designing large scale contact centers from grounds up
Experience in designing optimal call and chat flows in AWS connect utilizing Voice and Chat bots from Lex or other similar AI
Hands on design of Lex chatbot and integration with Salesforce, Service now and other third-party

applications using REST APIs / database

Experienced IVR consultant with at least 4+ years of AWS connect / Genesys telephony solutions experience

Experience on Omningage solution on AWS Connect (good to have)

Passionate about providing the best customer experience to end customers

Keeps self updated on trends around Front office enterprise architecture and landscapes

Working knowledge of popular communications protocols and APIs such as WebRTC and SIP

Experience developing solutions and ready for hands-on code / scripting where required (e.g., Python, Java, .NET, Node.js)

Building and designing web services in the cloud, along with implementing the set-up of geographically redundant services

Required Skills :

Architecture patterns (especially integrations)

Amazon services including Amazon Connect, Contact Flow Design, Lambda

Call Center Routing

Step Functions

LEX, Polly, Transcribe, S3

Dynamo, Athena, Kinesis

Cloud Watch

Cloud Formation, Contact Lens

AWS Q, Lex Chatbot

Outbound Campaign, Pinpoint

(ref : hirist.tech)

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Solution Architect • Pune

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