Amazon Connect Business Architect

Job Summary

Collaborating with business and IT teams, the full-time Amazon Connect Business Architect will design and deliver scalable contact center solutions, focusing on translating business requirements into effective technical architectures across various communication channels.

Key responsibilities

• Lead and participate in planning, analysis, and design activities for enterprise architecture implementation
• Define and communicate the contact center architecture vision, including infrastructure and application capabilities
• Engage in business analysis and design for contact routing, personalization, and self-service capabilities

Required qualifications

• 4-5 years of experience in voice and data telecommunications with a focus on contact center technologies
• Hands-on experience with Amazon Connect, including contact flow setup and omnichannel support solutions
• Experience translating business requirements into technical solutions for contact center migration projects
• Good knowledge of customer communication channels such as IVR, voice, chat, SMS, and email
• Experience with chatbots, voice bots, and workflow automation to enhance customer experience