Amazon Connect Lead / Architect

Job description

**About Position:** We are looking for an experienced AWS Connect SME with strong expertise in Amazon Connect architecture, contact flows, AWS Lambda, and enterprise integrations to lead design, implementation, migration, optimization, and support of contact center solutions. The role involves working as the technical authority, collaborating with customer stakeholders, architects, and delivery teams to drive scalable Amazon Connect solutions and ensure operational excellence. - **Role: Amazon Connect Lead / Architect** - **Location: All Persistent Location** - **Experience: 8 to 16 Years** - **Job Type: Full-Time Employment** **What You'll Do:** - Act as the AWS Connect SME and technical lead for implementation, migration, optimization, and support programs. - Lead Amazon Connect architecture discussions, design reviews, solution recommendations, and technical governance. - Configure contact flows, routing profiles, queues, security profiles, user management, and contact center components. - Support contact center migration, modernization, managed services, hyper care, and operational excellence initiatives. - Design integrations with ServiceNow, CRM, IAM, APIs, and enterprise platforms using serverless architectures. - Develop AWS Lambda-based automation and API integrations, and provide L3 support, RCA, and production stabilization. - Participate in governance meetings, discovery workshops, customer workshops, and stakeholder discussions with Sydney-based teams. **Expertise You'll Bring:** - 8+ years of overall IT experience with 4+ years of hands-on Amazon Connect experience. - Strong capability in Amazon Connect, contact flows, routing profiles, queues, IVR design, user management, and contact center operations. - Hands-on experience with AWS Lambda, API Gateway, IAM, CloudWatch, DynamoDB, S3, Event Bridge, Step Functions, Python, Node.js, REST APIs, JSON, Git, and CI/CD. - Experience delivering Amazon Connect implementations, contact center migrations, and cloud-native solutions for global customers. - Preferred exposure to Amazon Lex, Polly, Transcribe, Translate, Bedrock, conversational AI, contact center analytics, managed services, and cloud migration programs. - Preferred certifications: AWS Certified Solutions Architect, AWS Certified Developer, AWS Certified SysOps Administrator, and AWS Cloud Practitioner. - Strong ability to collaborate with distributed teams, customer stakeholders, architects, and delivery teams. **Benefits:** - Competitive salary and benefits package - Culture focused on talent development with quarterly growth opportunities and company-sponsored higher education and certifications - Opportunity to work with cutting-edge technologies - Employee engagement initiatives such as project parties, flexible work hours, and Long Service awards - Annual health check-ups - Insurance coverage: group term life, personal accident, and Mediclaim hospitalization for self, spouse, two children, and parents **Values-Driven, People-Centric & Inclusive Work Environment:** Persistent is dedicated to fostering diversity and inclusion in the workplace. We invite applications from all qualified individuals, including those with disabilities, and regardless of gender or gender preference. We welcome diverse candidates from all backgrounds. - We support hybrid work and flexible hours to fit diverse lifestyles. - Our office is accessibility-friendly, with ergonomic setups and assistive technologies to support employees with physical disabilities. - If you are a person with disabilities and have specific requirements, please inform us during the application process or at any time during your employment **Let’s unleash your full potential at Persistent - persistent.com/careers** ***“Persistent is an Equal Opportunity Employer and prohibits discrimination and harassment of any kind.”***