Solution Architect - Contact Center (AWS Connect) (Remote) (Atlanta, GA; Chicago, IL; ...)

• Help in design and implementation of AWS Cloud contact center solutions.
• Work with customer IT Architecture team to design the end-to-end solution and provide technology guidance.
• Implementing Genesys Speech Analytics on top of the Genesys Interaction Recording Platform
  Participate in migration efforts in cloud contact center and provide assistance as the Subject Matter Expert in the migration and deployment of the solutions.
• Provide cost savings though infrastructure and server consolidation
• Provide solution optimization and process improvement with unique template IVR and interaction routing

• At least 12 years of IT experience in customer service technologies including Contact center cloud based Products, solution design and implementation; also experienced in omni-channel and AI/ML solutions.
• Hands-on experience in Experience in functional design for contact center solutions;
• Experience helping customer build business cases
• Experience should include people and team management, enterprise architecture and technical leadership.
• Proficient in conducting Cloud contact center solutions roadmap sessions with business leadership, vendor architecture and sales support.
• Experience providing digital experience, business automation solutions using AI/ML as well as contact center technologies
• Successful track record managing software evaluations for cloud migrations for customer service channels
• Experience setting up pilots and POC for solution evaluations and further migration to production solutions
• Expertise in managing and leading technology mergers as a result of organizational acquisitions.
  Experience in providing technology architecture for contact center migration from on premise to cloud and managed several contact center technology projects from design and technology perspective.
• Demonstrated understanding of how to create learning documents, best practices on AWS cloud solutions and working experience with AWS professional services.
• Able to provide cost savings, solution optimization, process improvement for current organization and previous clients
• Capable of suggesting solutions like call back, hybrid EWT and managed for a successful implementation
• Experienced in leading operational automation for contact center management and monitoring
• Also skilled in leading major technology transformations in contact center and AI/ML technologies
  Can analyze, lead and executed changes for MIPS reduction providing cost savings
• Leadership experience in achieving achieve platform stability, resiliency and high availability
• Excellent analytical, communication (oral & written) and interpersonal skills
• Should be a self-motivated person who is a quick learner, team player, and challenge-seeker
•  Effective leadership and project execution skills, happy to mentor and share knowledge

• Banking, Insurance and Education/e-Learning domain experience is preferred.
• Experience using Agile methodologies (SAFe) is a plus
• Six sigma yellow belt or green belt training is an advantage
•  A cloud certification is also a plus.

• An opportunity to be a part of a great culture, an awesome team, a challenging work environment, and some fun along the way!
• Apply today to learn more and be part of our Growth story.

Department: Scout
This is a full time position