Amazon Connect Architect (PreSales exp.) - Telus International Digital Solutions LLC

About the Role

TELUS Digital seeks a passionate Architect to join our team and drive innovation in the cloud-based contact center industry. Our mission is to establish TELUS Digital as the go-to provider for all things CCaaS (Contact Center as a Service), and we are leveraging Amazon Connect to build the next generation of customer engagement solutions.

As part of our team, you will be crucial in designing, developing, and deploying next-generation cloud contact center solutions using Amazon Connect and AWS services such as Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3, and Amazon Kinesis. This is a unique opportunity to work on cutting-edge AI/ML-driven customer experience solutions and shape the future of cloud-based contact centers.

Key Responsibilities

• Design, develop, and deploy scalable, resilient, cloud-based contact center solutions using Amazon Connect and other AWS services.
• Collaborate with cross-functional teams to build innovative CCaaS solutions that enhance customer engagement and agent productivity.
• To improve customer interactions, implement AI/ML capabilities, including chatbots, sentiment analysis, real-time analytics, and automation.
• Develop and integrate custom features, APIs, and plug-ins to extend Amazon Connect s capabilities for TELUS customers.
• Optimize system performance, reliability, and security while ensuring frictionless customer experiences.
• Work closely with stakeholders to understand and translate business requirements into technical solutions.
• Stay updated with AWS advancements, AI-driven contact center trends, and best practices to drive innovation within TELUS.
• Presales Support: Provide technical expertise and support to the sales team during the presales process, including solution presentations, demonstrations, and proposal development.
• Solution Architecture: Lead the architectural design of complex Amazon Connect solutions, ensuring alignment with client requirements and best practices.
• Technical Leadership: Act as a subject matter expert for Amazon Connect and related AWS services, providing guidance and mentorship to development teams.
• Estimation and Scoping: Assist in the estimation and scoping of Amazon Connect projects, providing technical input for accurate project planning.

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