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Amazon Connect Solution Architect

Reports to: Head of Professional Services

Function: Operations

Location: US-CO-Remote

Updated: Oct 14, 2024

Role Purpose

The purpose of the Amazon Connect Solution Architect is to design, implement, and optimize Amazon Connect based contact center solutions for our customers. This individual will collaborate closely with clients, project managers, and developers to architect scalable, cloud-based contact center environments. The role requires in-depth knowledge of Amazon Connect, including integrations with CRM systems, IVR setups, and customer experience enhancements. The solution architect will play a critical part in ensuring that our clients' contact centers are efficient, secure, and aligned with their business goals, contributing to the overall success of projects.

Key Responsibilities

  • Design and Architecture: Lead the design and architecture of Amazon Connect contact center solutions, ensuring scalability, security, and efficiency.

  • Solution Implementation: Oversee the deployment and configuration of Amazon Connect environments, including IVR flows, queues, routing, and call recording.

  • Integration Management: Integrate Amazon Connect with CRM systems, databases, and third-party tools to ensure seamless operations and data flow.

  • Client Collaboration: Work closely with customers to understand their business needs and technical requirements, translating them into robust solutions.

  • Technical Leadership: Provide guidance to development teams and ensure best practices in cloud-based contact center solutions are implemented.

  • Troubleshooting and Optimization: Analyze and troubleshoot complex issues related to Amazon Connect, and continuously optimize performance for customer satisfaction.

  • Documentation: Create and maintain detailed architectural documentation, solution blueprints, and technical roadmaps.

  • Compliance and Security: Ensure that all solutions meet compliance standards, data protection regulations, and security best practices.

  • Innovation and Continuous Improvement: Stay updated on the latest Amazon Connect features and industry trends to propose enhancements and innovative solutions for clients.

  • Support Transition: Facilitate knowledge transfer to client teams, including providing training and support post-implementation.

Knowledge, Skills, Experience and Traits

  • Deep understanding of Amazon Connect's capabilities, architecture, and configurations (e.g., IVR, queues, contact flows).

  • Proficiency in AWS cloud services, particularly those related to Amazon Connect such as Lambda, S3, DynamoDB, and CloudWatch.

  • Familiarity with integrating Amazon Connect with CRMs (like Salesforce) and other third-party systems.

  • Understanding of telephony, SIP, and VoIP technologies as they relate to contact centers.

  • Knowledge of contact center security best practices and compliance requirements, including GDPR, HIPAA, or other relevant standards.

  • Strong experience in designing and architecting scalable, cloud-based solutions.

  • Ability to diagnose complex technical problems and provide effective solutions.

  • Capability to lead end-to-end implementation projects and manage customer expectations.

  • Excellent verbal and written communication skills for translating technical concepts into business-friendly language.

  • Ability to lead technical teams, provide guidance, and enforce best practices.

  • Ability to assess current systems, propose improvements, and drive optimization initiatives.

  • Proven experience in deploying and configuring Amazon Connect solutions, ideally across multiple industries.

  • 5+ years of experience in cloud-based solution architecture, with a focus on contact centers or similar environments.

  • Experience working with clients to gather requirements, deliver solutions, and provide technical consulting.

  • Experience in integrating Amazon Connect with CRM systems, databases, and analytics tools.

  • Experience working with diverse teams (developers, clients, project managers) to ensure successful project delivery.

  • A strong focus on understanding customer needs and delivering tailored solutions that meet business goals.

  • Attention to detail in both technical implementation and documentation.

  • Ability to adapt to evolving technologies and customer requirements.

  • Collaborative spirit, able to work well with cross-functional teams, while also showing independent initiative.

  • Demonstrates a forward-thinking approach, identifying potential issues and opportunities for improvement early on.

  • A desire to stay updated on the latest industry trends and continuously explore new ideas and technologies.

  • Bachelors degree in Computer Science or related field of study is preferred but not required with equivalent work experience.

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