DirectJobHub
Jobs · Engineering

Genesys Cloud CX Solutions Architect

Call Center Power · United States · 1 mo ago
RemoteRemoteEngineeringContract

About the role

Call Center Power is a remote-first team dedicated to helping enterprises modernize their contact center operations. We currently have openings for several positions, including:

Responsibilities

  • Architect end-to-end Amazon Connect solutions — IVR/IVA design, contact flows, routing profiles, queues, hours of operation, and agent workspace configuration.

  • Design and implement AWS service integrations: Lambda (Node.js/Python), DynamoDB, S3, API Gateway, Kinesis Data Streams, and EventBridge.

  • Build and configure Amazon Lex bots for voice and chat self-service; integrate with Connect contact flows for intent-driven routing and automation.

  • Lead migrations from legacy platforms (Avaya, Cisco, Genesys, NICE inContact) — including number porting, cutover planning, and rollback procedures.

  • Integrate Amazon Connect with CRM and WFM platforms including Salesforce, ServiceNow, Zendesk, and Microsoft Dynamics.

  • Implement real-time and historical analytics using Contact Lens, CloudWatch, and custom reporting pipelines via Kinesis and QuickSight.

  • Support pre-sales engagements: assess client environments, develop solution architectures, scope SOWs, and present to COO/CIO/CCO audiences.

  • Provide technical oversight and QA across delivery builds; document configurations, runbooks, and architecture diagrams.

  • Advise clients on AWS cost optimization, capacity planning, and security/compliance best practices.

Qualifications

  • 3+ years of hands-on Amazon Connect implementation experience — contact flows, routing, agent profiles, real-time dashboards, and CTR analysis.

  • Proficient in AWS Lambda (Node.js or Python) for contact flow integrations, including dynamic prompts, CRM lookups, and real-time data hydration.

  • Experience with Amazon Lex bot design and Connect contact flow integration.

  • Solid AWS foundations: IAM, VPC, CloudWatch, S3, DynamoDB, Kinesis, API Gateway, and CloudFormation or CDK.

  • Demonstrated CRM/ticketing integration with Amazon Connect — Salesforce, Zendesk, ServiceNow, or Dynamics.

  • Ability to engage directly with client stakeholders — translate business requirements into architecture and communicate trade-offs clearly.

  • Contact center domain knowledge: ACD/IVR design, WFM concepts, SLA/KPI frameworks, omnichannel routing.

Benefits

Commensurate with experience.

Pay

Commensurate with experience.

Schedule

Immediate availability preferred.

Similar jobs