Amazon Connect Architect (PreSales exp.) - Telus International Digital Solutions LLC
About the Role TELUS Digital seeks a passionate Architect to join our team and drive innovation in the cloud-based contact center industry. Our mission is to establish TELUS Digital as the go-to provider for all things CCaaS (Contact Center as a Service), and we are leveraging Amazon Connect to build the next generation of customer engagement solutions. As part of our team, you will be crucial in designing, developing, and deploying next-generation cloud contact center solutions using Amazon Connect and AWS services such as Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3, and Amazon Kinesis. This is a unique opportunity to work on cutting-edge AI/ML-driven customer experience solutions and shape the future of cloud-based contact centers. Key Responsibilities: Design, develop, and deploy scalable, resilient, cloud-based contact center solutions using Amazon Connect and other AWS services. Collaborate with cross-functional teams to build innovative CCaaS solutions that enhance customer engagement and agent productivity. To improve customer interactions, implement AI/ML capabilities, including chatbots, sentiment analysis, real-time analytics, and automation. Develop and integrate custom features, APIs, and plug-ins to extend Amazon Connect s capabilities for TELUS customers. Optimize system performance, reliability, and security while ensuring frictionless customer experiences. Work closely with stakeholders to understand and translate business requirements into technical solutions. Stay updated with AWS advancements, AI-driven contact center trends, and best practices to drive innovation within TELUS. Presales Support: Provide technical expertise and support to the sales team during the presales process, including solution presentations, demonstrations, and proposal development. Solution Architecture: Lead the architectural design of complex Amazon Connect solutions, ensuring alignment with client requirements and best practices. Technical Leadership: Act as a subject matter expert for Amazon Connect and related AWS services, providing guidance and mentorship to development teams. Estimation and Scoping : Assist in the estimation and scoping of Amazon Connect projects, providing technical input for accurate project planning. Employers have access to artificial intelligence language tools (“AI”) that help generate and enhance job descriptions and AI may have been used to create this description. The position description has been reviewed for accuracy and Dice believes it to correctly reflect the job opportunity.