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Tata Consultancy Services

Technical Architect

Philadelphia, PA

16 days ago
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Summary

Skill: AWS Contact Center - Solution Architect

  • Minimum of 10 years of experience in designing, implementing, and supporting contact center solutions.
  • Extensive hands-on experience with Amazon Connect, AWS services (e.g., Lambda, S3, DynamoDB, CloudFormation, contact flows, Using Dynamo DB, Create Lex Bots, API Gateway), and related technologies.
  • Must have experience in with designing and implementing call routing using routing profiles, queues, call backs, emergency messages, hours of operations, holiday routing with dynamic messaging.
  • Strong understanding of contact center concepts, such as IVR, ACD, call routing, and workforce management.
  • Proficiency in programming/scripting languages, such as Python, Nodejs, JavaScript, or Java over AWS Lambda.
  • Experience of AWS services like Contact Lens, Transcribe, Comprehend, S3, Athena, QuickSight, Lambda, Elastic Search, Kibana and Kinesis preferred.
  • Contact center experience.
  • Experience with development and version control tools like Eclipse IDE, GIT, GitHub, TFS etc. is required.
  • Experience with CI/CD pipelines using GoCD, Terraform and Cloud Formation.
  • Strong debugging, troubleshooting, and problem-solving skills required.
  • Excellent problem-solving skills and ability to troubleshoot complex technical issues.
  • Effective communication skills with the ability to articulate technical concepts to both technical and non-technical audiences.
  • Ability to coordinate development with onshore/offshore developers as well as Line of Business customers.
  • Ability to identify key contact center Features and help customers with MVP definition.
  • AWS certification preferred.

Responsibilities

  • Collaborate with clients to understand their business requirements and design customized contact center solutions leveraging Amazon Connect and other AWS services.
  • Lead the implementation of Amazon Connect solutions, including configuring contact flows, integrating with CRM systems like Zendesk, setting up telephony services, and ensuring seamless operation.
  • Develop custom solutions and integrations using AWS Lambda, AWS Step Functions, and other AWS services to meet unique business needs and enhance contact center functionality.
  • Continuously monitor and optimize Amazon Connect configurations and workflows to improve performance, scalability, and efficiency.
  • Conduct thorough testing of contact center solutions to ensure they meet quality standards, functional requirements, and client expectations.
  • Prepare comprehensive technical documentation, including architecture diagrams, deployment guides, and user manuals.
  • Provide training and support to client teams as needed.
  • Serve as a trusted advisor to clients, providing expert guidance on contact center best practices, industry trends, and AWS capabilities.
  • Work closely with cross-functional teams, including developers, architects, project managers, and business stakeholders, to deliver integrated solutions that align with client goals and objectives.
  • Create CI/CD pipelines and/or DevOps automation.
  • Development of custom reports and dashboards.

Salary Range - $120,000 to $140,000

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