EPAM is a leading global provider of digital platform engineering and development services. We are committed to having a positive impact on our customers, our employees, and our communities. We embrace a dynamic and inclusive culture. Here you will collaborate with multi-national teams, contribute to a myriad of innovative projects that deliver the most creative and cutting-edge solutions, and have an opportunity to continuously learn and grow. No matter where you are located, you will join a dedicated, creative, and diverse community that will help you discover your fullest potential.
We are seeking an experienced CCaaS Architect specializing in Amazon Connect to lead the technical design and implementation of cloud-based contact center solutions. In this role, you will drive integration architecture decisions, design end-to-end CCaaS solutions and ensure secure, high-performing contact center operations that align with business needs.
Responsibilities
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Lead technical design and decision making around integrations architecture
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Produce the target state based on AWS Connect (most likely in Bring-Your-Own-Telephony)
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Support in estimations
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Design end-to-end CCaaS architecture using Amazon Connect, Salesforce SCV, Lambda and other core AWS services
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Implement call routing and handling logic to align with Salesforce SCV routing
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Apply security best practices within Amazon Connect to protect customer data and ensure compliance with regulations
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Define and implement backup and disaster recovery (DR) strategies for Amazon Connect flows, call recordings, DynamoDB configurations and integrated services
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Collaborate with DevOps team for Amazon Connect resource deployment automation
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Monitor and optimize the performance of Amazon Connect to ensure efficient call handling and customer service
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Develop and maintain high-quality code following best practices and industry standards
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Stay updated on new features and capabilities of Amazon Connect and recommend improvements to enhance the contact center operations
Requirements
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13-18 years of experience in software development
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Hands-on experience with Amazon Connect, Amazon Lex and AWS CLI
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Proficiency in Kinesis, S3 and RDS along with other core AWS services
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Expertise in Salesforce SCV integration, CloudWatch and Amazon Connect APIs
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Skills in dynamic and conversational IVR flow design using Amazon Lex, Polly and Lambda
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Background in speech analytics, transcription and sentiment analysis using Contact Lens
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Familiarity with monitoring solutions such as CloudWatch, CloudTrail and Datadog
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Competency in implementing and maintaining security measures within Amazon Connect to protect customer data and ensure compliance
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Knowledge of DynamoDB for IVR flow design and integrated configurations
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Strong communication and cross-functional leadership skills
Nice to have
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Capability to build integrations across WFM, CRM and Unified Communications
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Experience with contact center solutions integrations
We offer
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Opportunity to work on technical challenges that may impact across geographies
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Vast opportunities for self-development: online university, knowledge sharing opportunities globally, learning opportunities through external certifications
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Opportunity to share your ideas on international platforms
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Sponsored Tech Talks & Hackathons
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Unlimited access to LinkedIn learning solutions
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Possibility to relocate to any EPAM office for short and long-term projects
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Focused individual development
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Benefit package:
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Health benefits
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Retirement benefits
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Paid time off
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Flexible benefits
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Forums to explore beyond work passion (CSR, photography, painting, sports, etc.)
