Job Description

Skill Overview: Candidates need to have: Good understanding of contact center technology landscape. An understanding of AWS Cloud platform and services with Solution architect skills. Deep expertise on AWS contact center relevant services. Sound experience in developing Amazon Connect flows and Lex bots Deep functional and technical understanding of APIs and related integration experience Functional and technical understanding of building API-based integrations with Salesforce, Service Now and Bot platformsResponsibilities: Help the customers to create the cloud/application strategy and roadmap (which cloud, cloud vs on-prem) for contact center application transformations Build cloud operating model and act as an IT agility change agent Provide an impartial assessment of cloud technology vendor proposals Design & create strategic plans for cloud delivery (Project & Programme) Design & create the solution architecture for cloud contact center transformations with best practices (AWS Platform) Lead large scale transformations on AI enabled contact center / customer service opportunities especially with AWS platform Build and influence relationships, grow collaborative partnerships with clients Experience using industry enterprise frameworks and methodologies to deliver business capabilities through whole systems design and architecture Support the creation of compliance and security approach for cloud in line with client's industry Work with pre-sales teams to support the solutioning of Amazon Connect deals Manage performance of teams and identify performance improvement plans when requiredDevelop both thought leadership points of view and new service offerings to differentiate us in the marketplaceQualifications: Bachelor's degree in related field or equivalent experience Minimum 10-15 years of experience in delivering software as service or platform as a service project related to cloud CC service providers such as AWS, GCP or any other cloud solution Exceptional customer management & people management skills Cross domain experience includes Insurance & Financial Services, Manufacturing, Media & Entertainment and Technology based companies. Experience in handling different kinds of Contact Center process like inbound, outbound, sales & marketing campaigns, handling employee queries, customer support desk Experience in communicating with users, other technical teams, and senior management to collect requirements, describe software product features, technical designs, and product strategy. Knowledge on cognitive services such as Amazon Lex, IBM Watson, Google Dialog Flow Aware of one of the programming/scripting languages such as Node.js, Python, Java Experience in building integration design of Amazon Connect platform with WFM, ServiceNow, AI platform and CRM Experience in setting up cloud instances, account / users with security profiles and designing applications Hands on experience with AWS cloud solutions services such as Lex, Connect, Kinesis, Redshift, S3, CloudFront etc.
Good to have AWS Solution Architect - Associate/Professional certificationJob Types: Full-time, PermanentBenefits:

• Company Christmas gift
• Company events
• Health insurance
• Opportunities for promotion

Schedule:

• 8 hour shift

Supplemental Pay:

• 13th month salary
• Bonus pay

Application Question(s):

• Do you have knowledge on cognitive services such as Amazon Lex, IBM Watson, Google Dialog Flow?
• Do you experience of one of the programming/scripting languages such as Node.js, Python, Java?
• Do you have experience in building integration design of Amazon Connect platform?
• Do you have hands on experience with AWS cloud solutions services such as Lex, Connect, Kinesis, Redshift, S3, CloudFront etc.?

Education:

• Bachelor's (Required)

Experience:

• 15 yrs delivering cloud software as service or platform: 10 years (Required)
• customer management & people management: 10 years (Required)

License/Certification:

• AWS Solution Architect - Associate/Professional (Preferred)