CCaaS Architect - Amazon Connect

EPAM Systems; Bengaluru; On-site; INR 2,000,000 - 3,000,000; Full time

Job summary

EPAM Systems is seeking an experienced CCaaS Architect specializing in Amazon Connect to lead the design and implementation of cloud-based contact center solutions. You will drive integration architecture decisions and design end-to-end solutions that align with business needs.

The ideal candidate should have 13-18 years of software development experience and strong knowledge of Amazon Connect, AWS services, and Salesforce SCV integration.

Qualifications

• 13-18 years of experience in software development.
• Hands-on experience with Amazon Connect, Amazon Lex, and AWS CLI.
• Proficiency in Kinesis, S3 and RDS along with core AWS services.

Responsibilities

• Lead technical design and decision making around integrations architecture.
• Design end-to-end CCaaS architecture using Amazon Connect.
• Implement call routing and handling logic to align with Salesforce SCV routing.

Skills

Amazon Connect

AWS CLI

Salesforce SCV integration

Kinesis

S3

RDS

CloudWatch

Amazon Lex

IVR flow design

DynamoDB

speech analytics

sentiment analysis

Datadog

Job description

We are seeking an experienced CCaaS Architect specializing in Amazon Connect to lead the technical design and implementation of cloud-based contact center solutions. In this role, you will drive integration architecture decisions, design end-to-end CCaaS solutions and ensure secure, high-performing contact center operations that align with business needs.

Responsibilities

• Lead technical design and decision making around integrations architecture
• Produce the target state based on AWS Connect (most likely in Bring-Your-Own-Telephony)
• Design end-to-end CCaaS architecture using Amazon Connect, Salesforce SCV, Lambda and other core AWS services
• Implement call routing and handling logic to align with Salesforce SCV routing
• Apply security best practices within Amazon Connect to protect customer data and ensure compliance with regulations
• Define and implement backup and disaster recovery (DR) strategies for Amazon Connect flows, call recordings, DynamoDB configurations and integrated services
• Collaborate with DevOps team for Amazon Connect resource deployment automation
• Monitor and optimize the performance of Amazon Connect to ensure efficient call handling and customer service
• Develop and maintain high-quality code following best practices and industry standards
• Stay updated on new features and capabilities of Amazon Connect and recommend improvements to enhance the contact center operations

Requirements

• 13-18 years of experience in software development
• Hands-on experience with Amazon Connect, Amazon Lex and AWS CLI
• Proficiency in Kinesis, S3 and RDS along with other core AWS services
• Expertise in Salesforce SCV integration, CloudWatch and Amazon Connect APIs
• Skills in dynamic and conversational IVR flow design using Amazon Lex, Polly and Lambda
• Background in speech analytics, transcription and sentiment analysis using Contact Lens
• Familiarity with monitoring solutions such as CloudWatch, CloudTrail and Datadog
• Competency in implementing and maintaining security measures within Amazon Connect to protect customer data and ensure compliance
• Knowledge of DynamoDB for IVR flow design and integrated configurations
• Strong communication and cross-functional leadership skills

Nice to have

• Capability to build integrations across WFM, CRM and Unified Communications
• Experience with contact center solutions integrations