Amazon Connect Business Architect

This is a fully remote position, open to applicants in Canada.

📋 Description

• Lead and engage in planning, analysis, and design activities pertaining to the implementation of enterprise architecture.

• Establish and convey the vision for contact center architecture, encompassing infrastructure, applications, personalization, and agent desktop capabilities, including endpoints (phones).

• Participate in business analysis and design related to contact routing, personalization, and self-service functionalities.

• Examine and define business and agent desktop requirements to create a cohesive enterprise framework.

• Convert enterprise and business requirements into sustainable technical architecture and data lake solutions.

• Collaborate with stakeholders across both business and technical teams to facilitate scalable initiatives for contact center transformation.

⛳️ Requirements

• 4–5 years of experience in voice and data telecommunications with significant exposure to contact center technologies and customer communication solutions.

• Practical experience with Amazon Connect, including setup of contact flows, routing, integrations, reporting, and omnichannel support solutions.

• Familiarity with interpreting business requirements and transforming them into technical solutions for projects involving contact center migration and transformation.

• Strong understanding of customer communication channels such as IVR, voice, chat, SMS, email, and digital support platforms.

• Experience with chatbots, voice bots, co-browse solutions, and workflow automation aimed at enhancing customer experience and operational efficiency.

• Excellent stakeholder management, requirement gathering, communication, and problem-solving abilities, with a proven track record of working closely with both business and technical teams.

🏝️ Benefits

• Culture of Relentless Performance: join an unstoppable technology development team with a 99% project success rate and over 30% year-over-year revenue growth.

• Competitive Pay and Benefits: enjoy a comprehensive compensation and benefits package, including health insurance, language courses, and a relocation program.

• Work From Anywhere Culture: embrace the flexibility that remote work offers.

• Growth Mindset: take advantage of numerous professional development opportunities, including certification programs, mentorship and talent investment initiatives, as well as internal mobility and internship opportunities.

• Global Impact: work on projects that make a difference for top global clients and help shape the future of various industries.

• Welcoming Multicultural Environment: become part of a dynamic, global team and thrive in an inclusive and supportive workplace characterized by open communication and regular team-building social events.

• Social Sustainability Values: engage with our sustainable business practices centered on five pillars: IT education, community empowerment, fair operating practices, environmental sustainability, and gender equality.