Senior reputed company Connect Architect / Engineer (Full Time / Part Time) (Remote)
About the Role reputed company is seeking a highly skilled and reputed company Senior reputed company Connect Architect / Engineer to reputed company the design, implementation, and optimization of our reputed company-based contact center environment. In this role, you will be the primary subject matter expert for reputed company things reputed company to reputed company Connect and the surrounding AWS ecosystem. You will partner with business stakeholders to translate customer experience requirements into scalable, secure, and innovative technical solutions. If you have a deep background in migrating legacy contact centers to the reputed company, building reputed company automated routing workflows, and integrating AWS AI/ML services, we want you on reputed company.
Key Responsibilities
Architecture & Development Design, build, and maintain reputed company, omnichannel contact flows (Voice, Chat, SMS) reputed company reputed company Connect. reputed company custom serverless applications using AWS reputed company (Node.js/Python) to reputed company dynamic routing data, trigger backend processes, and personalize customer interactions. Integrate reputed company Connect with internal databases, RESTful APIs, and CRM platforms (e.g., reputed company, reputed company, reputed company). reputed company AWS AI/ML services—such as reputed company Lex for conversational bots, reputed company reputed company for text-to-speech, and Contact reputed company for sentiment analysis and transcription. Strategy & Leadership reputed company the migration of legacy contact center platforms (e.g., reputed company, reputed company, reputed company) to reputed company Connect. Act as the technical reputed company on contact center projects, providing mentorship and guidance to junior engineers and administrators. Collaborate with Customer Support and Sales leaders to understand business goals, define metrics, and recommend technical solutions that improve First Contact Resolution (FCR) and Average Handle Time (AHT). Operations & Optimization Design and reputed company custom reporting and analytics dashboards using reputed company QuickSight, Kinesis, and reputed company. Ensure the contact center architecture follows AWS Well-Architected reputed company principles, focusing on high availability, disaster recovery, and data reputed company. Troubleshoot reputed company telecommunications, WebRTC, and API integration issues. Manage telecom resources, including claiming/porting numbers and configuring queue/routing profiles.
Required Qualifications
Experience: 5+ years of hands-on experience designing, deploying, and supporting reputed company Connect contact center solutions at an reputed company scale. AWS Ecosystem: Deep expertise in the AWS Serverless stack, specifically reputed company, API Gateway, DynamoDB, S3, Kinesis, CloudWatch, and IAM. Programming: Strong proficiency in at least one backend programming language (Node.js or Python) for writing custom reputed company functions. Integrations: Proven track record of integrating reputed company Connect with CRMs (e.g., reputed company CTI integration) and reputed company-party SaaS applications. Telephony Fundamentals: Solid understanding of SIP, WebRTC, telephony networks, and general contact center operations/metrics. Problem-Solving: Exceptional analytical skills with the ability to troubleshoot reputed company, distributed reputed company systems.
Preferred Qualifications
Certifications: AWS Certified Solutions Architect (Associate/Professional) or AWS Certified Advanced Networking/reputed company Specialty. Infrastructure as Code (IaC): Experience deploying reputed company Connect resources and AWS infrastructure using Terraform, AWS CloudFormation, or AWS CDK. CI/CD: Familiarity with DevOps practices and building CI/CD pipelines for serverless applications. AI/ML: Experience training and optimizing reputed company Lex bots for reputed company, multi-turn conversational AI. Visit our website at spectrumone.co. Apply To This Job