Arquiteto de Soluções – Especialista em Amazon Connect

📋 Description

• Lead technical discovery sessions (interviews, workshops) with clients to map out contact center requirements, CX journeys, and integrations with legacy systems.

• Develop solution architectures based on Amazon Connect, presenting technical options and trade-offs clearly to both technical and executive audiences.

• Create and deliver tailored demonstrations (demos) and proofs of concept (PoC) for prospects and clients at various stages of the sales funnel.

• Produce technical proposal documentation: reference architecture diagrams, TCO/ROI estimates, implementation roadmaps, and migration plans.

• Support the sales team in responding to RFPs, RFIs, and bids, ensuring technical consistency across proposals.

• Participate in executive meetings and presentations (C-level), translating technical value into business impact.

• Design call flows, queues, omnichannel routing (voice, chat, email, tasks), and self-service strategies using Amazon Connect.

• Architect integrations with AWS services (Lambda, Lex, DynamoDB, Kinesis, S3, Bedrock, API Gateway) and third-party systems (CRM, WFM, ticketing).

⛳️ Requirements

• Minimum of 5 years of experience in contact center, unified communications, or cloud environments — with at least 2 years in pre-sales, solution architecture, or technical consulting.

• Proven experience with Amazon Connect: configuring flows, queues, routing, recording, reporting, and integrations.

• Experience in B2B consultative sales cycles, including crafting technical proposals and presentations for decision-makers.

• Involvement in migration or modernization projects transitioning on-premises contact centers to the cloud.

• Knowledge of Amazon Connect: contact flows, queues, attribute-based routing, business hours, call recording, and transcription.

• Familiarity with Amazon Lex: creating and integrating conversational bots with IVR and chat.

• Experience with Contact Lens for Amazon Connect: sentiment analysis, categorization, real-time alerts, and QA dashboards.

• Proficiency in AWS Lambda: integration functions and business logic within contact flows.

• CRM integrations: Salesforce, ServiceNow, Zendesk via Amazon Connect API and Lambda.

• Understanding of AWS IAM, VPC, KMS: security and governance in contact center environments.

• Knowledge of CloudWatch and QuickSight: operational monitoring and BI for CX operations.

🏝️ Benefits

• Vale Alimentação

• Auxílio home office (for remote positions)

• Life insurance (Prudential)

• Nursery assistance (as per CLT)

• Support for parents of exceptional children

• Birthday gift card

• Education allowance

• Cultural allowance

• Birthday off

• TotalPass

• Annual bonus

• Medical assistance (Bradesco)

• Dental assistance

• "Refer a Friend" program

• Reimbursement for AWS certification pathways

• Partnerships with Educational Institutions