Amazon Connect Voice Architect W2

Role

Amazon Connect Voice architect

Plano TX

• Design and implement scalable contact center solutions using Amazon Connect and AWS services.
• Configure deploy and troubleshoot Amazon Connect SIP and VOIP systems.
• Develop and optimize contact flows IVR and call routing strategies.
• Integrate Amazon Connect with AWS services and automate workflows using Python.
• Build and maintain real‑time audio / video solutions with WebRTC for web.
• Manage SIP trunking DID and Toll‑Free Numbers; coordinate with telecom providers.
• Ensure security and compliance with AWS best practices and regulatory standards.
• Conduct interoperability testing, quality assurance and performance optimization.
• Integrate contact center platforms with Service Now CRM for seamless workflow.
• Troubleshoot and resolve issues in contact flows, agent connectivity and integrations.
• Monitor and analyze metrics, reports and dashboards to improve operations.
• Create technical documentation and architectural diagrams.
• Train and support stakeholders on system usage and best practices.
• Collaborate with IT operations and business teams to deliver effective solutions.

• EIGRP
• VOIP
• VMware
• Avaya
• BGP
• LAN
• OSPF
• QoS
• Project Planning
• Scripting
• Unity
• Troubleshooting

Full Time

years

1