AWS Connect Architect

Desired Competencies (Technical/Behavioral Competency)

• Strong hands-on experience designing & developing Amazon Connect contact flows & routing profiles.
• Expertise with AWS Lambda, DynamoDB, S3, CloudWatch Logs, and API Gateway.
• Sound understanding of IVR/IVA flows, Conversational Design, and Lex Bot integrations.
• Experience integrating Connect with CRMs
• Strong telephony knowledge: PSTN, SIP, DIDs, call routing, and call quality troubleshooting.
• Experience with Kinesis streaming, call event logs, and analytics pipelines.
• Good knowledge of AWS security (IAM, roles, policies, encryption).
• Deployment experience using Terraform/CloudFormation and DevOps pipelines.
• Strong documentation, communication, and solution-design skills.
• AWS Certifications: Solutions Architect Associate/Professional, Developer Associate.
• Experience with AI/ML, Contact Lens, sentiment analysis, and analytics.
• Knowledge of WFM/WFO tools (e.g., Verint, NICE).
• Experience with monitoring and debugging using CloudWatch Insights and X-Ray.
• Familiarity with Kinesis, Redshift, Athena, QuickSight for reporting.