Associate Technical Architect - Platform - AWS Connect

While technology is the heart of our business, a global and diverse culture is the heart of our success. We love our people and we take pride in catering them to a culture built on transparency, diversity, integrity, learning and growth.
If working in an environment that encourages you to innovate and excel, not just in professional but personal life, interests you- you would enjoy your career with Quantiphi!

Must have skills:

• Amazon Connect Expertise:

  • Hands-on experience with Amazon Connect, including configuration, building user-friendly call and chat flows with automation capabilities

  • Proficiency in Amazon Connect Voice and Chat flows, Queues, Routing Profiles, Contact Lens, Step by Step Guides, Amazon Q for Connect, Agent workspace, Customer Profiles and cases

  • Design, configure, and deploy Amazon Connect contact center solutions, including routing, IVR, and queue management

  • Integrate Amazon Connect with external systems, CRM tools (e.g., Salesforce, ServiceNow), AWS services (e.g., Lambda, S3), databases, and other backend systems

  • Experience Architecting an end-to-end omnichannel cloud contact center with Amazon Connect, Lex, Pinpoint and other AWS services

  • Proficient in AWS Lambda, API Gateway, and other serverless services

  • Ability to implement test scripts to confirm quality, reliability, and efficiency of technologies

  • Experience designing disaster recovery mechanisms and handling designing a scalable architecture

  • Familiarity with scripting languages such as Node.js or Python for creating AWS Lambda functions

• Customer Experience Optimization:

  • Strong understanding of IVR design, call routing, and skills-based routing within Amazon Connect

  • Implement best practices for call routing, IVR flows, and integration with AWS AI services like Amazon Lex and Polly

  • Optimize Amazon Connect workflows for enhanced customer interactions

• Administration & Support:

  • Monitor and troubleshoot the performance of the Amazon Connect environment

  • Conduct regular performance reviews and ensure compliance with industry standards and security requirements

• Automation & Integrations:

  • Experience in CTI integration with CRM

  • Leverage AWS Lambda, Amazon Lex, and other AWS tools for process automation

  • Collaborate with development teams to create custom integrations using AWS SDKs or APIs

• Training & Documentation:

  • Create and maintain documentation for Amazon Connect solutions and workflows

  • Provide training and support to users and administrators on the operation and troubleshooting of the system

• Communication Skills:

• Strong written and verbal communication skills to interact with internal teams and customers effectively

Good to have skills:

• Amazon Connect Certifications:

• AWS Certified Solutions Architect – Associate or AWS Certified Developer – Associate

• Amazon Connect-specific certifications or experience with contact center implementations

• AI & Machine Learning Experience:

• Experience with AI-driven solutions like Amazon Lex for building chatbots or conversational agents

• Security & Compliance Knowledge:

• Familiarity with AWS security best practices, including IAM policies, data encryption, and ensuring compliance with standards like GDPR, PCI-DSS, etc

• Reporting & Analytics:

• Experience using Amazon QuickSight, Tableau, or other analytics tools for building reports and dashboards

• Project Management Skills:

• Ability to lead and manage projects from inception to completion, including gathering requirements, managing timelines, and delivering solutions

• Experience working in an Agile and DevOps environment