Job Specifications
Role Overview
The AWS Architect will design, implement, and optimize cloud-based Contact Center as a Service (CCaaS) solutions leveraging Amazon Connect and other AWS services. This role requires deep expertise in AWS architecture, Amazon Connect integrations, and best practices for scalable, secure, and resilient solutions.
Key Responsibilities
Solution Architecture
Design end-to-end Amazon Connect solutions including IVR, call flows, chat, and omnichannel integrations.
Develop architecture following AWS Well-Architected Framework principles.
Provide high-level and low-level design documentation.
Implementation & Integration
Configure Amazon Connect features: contact flows, routing profiles, queues, prompts, and reporting.
Integrate Amazon Connect with AWS services (Lambda, Lex, Polly, S3, DynamoDB, Kinesis, CloudWatch, API Gateway).
Connect Amazon Connect with CRMs (Salesforce, ServiceNow, Dynamics) and workforce management tools.
Cloud & Security
Define IAM roles, policies, and security controls.
Ensure compliance with enterprise security and governance standards.
AI/ML & Automation
Implement conversational AI using Amazon Lex and integrate GenAI solutions (Amazon Bedrock, SageMaker).
Build custom chat widgets and agent desktops using Lambda and modern frameworks.
Monitoring & Optimization
Set up monitoring and reporting using CloudWatch and QuickSight.
Optimize call flows and self-service features to improve CSAT and NPS.
Required Qualifications
Experience:8+ years in AWS architecture and cloud solution development.
3+ years hands-on experience with Amazon Connect solution architecture and implementation.
Skills: Expertise in AWS services: Lambda, Lex, Polly, S3, DynamoDB, Kinesis, CloudFormation/Terraform.
Strong understanding of IAM, VPC, monitoring, and security practices.
Certifications: AWS Certified Solutions Architect – Professional (preferred).
Education: Bachelors in computer science, Engineering, or equivalent.
About the Company
Coforge is a global digital services and solutions provider, that enables its clients to transform at the intersect of domain expertise and emerging technologies to achieve real-world business impact. A focus on very select industries, a detailed understanding of the underlying processes of those industries, and partnerships with leading platforms provides us with a distinct perspective. Coforge leads with its product engineering approach and leverages Cloud, Data, Integration, and Automation technologies to transform client...
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