CCaaS Architect - Amazon Connect

• 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**

• Lead technical design and decision making around integrations architecture
• Produce the target state based on AWS Connect (most likely in Bring\-Your\-Own\-Telephony)
• Support in estimations
• Design end\-to\-end CCaaS architecture using Amazon Connect, Salesforce SCV, Lambda and other core AWS services
• Implement call routing and handling logic to align with Salesforce SCV routing
• Apply security best practices within Amazon Connect to protect customer data and ensure compliance with regulations
• Define and implement backup and disaster recovery (DR) strategies for Amazon Connect flows, call recordings, DynamoDB configurations and integrated services
• Collaborate with DevOps team for Amazon Connect resource deployment automation
• Monitor and optimize the performance of Amazon Connect to ensure efficient call handling and customer service
• Develop and maintain high\-quality code following best practices and industry standards
• Stay updated on new features and capabilities of Amazon Connect and recommend improvements to enhance the contact center operations

• *Requirements**

• 13\-18 years of experience in software development
• Hands\-on experience with Amazon Connect, Amazon Lex and AWS CLI
• Proficiency in Kinesis, S3 and RDS along with other core AWS services
• Expertise in Salesforce SCV integration, CloudWatch and Amazon Connect APIs
• Skills in dynamic and conversational IVR flow design using Amazon Lex, Polly and Lambda
• Background in speech analytics, transcription and sentiment analysis using Contact Lens
• Familiarity with monitoring solutions such as CloudWatch, CloudTrail and Datadog
• Competency in implementing and maintaining security measures within Amazon Connect to protect customer data and ensure compliance
• Knowledge of DynamoDB for IVR flow design and integrated configurations
• Strong communication and cross\-functional leadership skills

• *Nice to have**

• Capability to build integrations across WFM, CRM and Unified Communications
• Experience with contact center solutions integrations

• *We offer**

• Opportunity to work on technical challenges that may impact across geographies
• Vast opportunities for self\-development: online university, knowledge sharing opportunities globally, learning opportunities through external certifications
• Opportunity to share your ideas on international platforms
• Sponsored Tech Talks \& Hackathons
• Unlimited access to LinkedIn learning solutions
• Possibility to relocate to any EPAM office for short and long\-term projects
• Focused individual development
• Benefit package:

+ Health benefits

+ Retirement benefits

+ Paid time off

+ Flexible benefits

• Forums to explore beyond work passion (CSR, photography, painting, sports, etc.)