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- Design & Develop Cloud Contact Centre applications with ever increasing automation and new technology capabilities.
- Liaise with customer Business & IT leadership and translate their CX vision into Technology roadmap.
- Provide architectural & design guidance .
- 10+ years building and designing Contact Centre applications with expertise in IVR, Self-Services, Complex Routing & Realtime/historical Reporting.
- 8+ years in a technology or engineering role.
- 3+ years working with AWS Services including but not limited to Amazon Connect, building call flow applications using Lambda functions, Dynamo DB, Cloud Front, Cloud Watch and S3.
- Demonstrated experience with application and system ownership. (Working with business and IT stack holders to build strong relationships by finding solutions to business problems, resolving issues, finding a better way, and delivering continuous value)
- Demonstrated expertise in designing next generation contact centre leveraging on AI/ML & Generative AI.
- Experience with VoIP and Web RTC in diagnosing voice quality issues
- Experience in one or more WFO/WFM products (Verint, Calabria, Nimbus, NICE etc. )
- Experience with (and ability to demonstrate capability with) automation & Infrastructure as code.
- High competency in coding and/or scripting
- Automation of continuous integration and continuous delivery pipelines
- Experience with cloud-based monitoring and logging tools such as Operata, Cloudwatch, New Relic, Elastic Search, Kibana, Pager Duty
- A comprehensive understanding of Source Control (GIT/Bitbucket)
- Thorough understanding of cloud and general IT infrastructure, networking, and security technologies
- Cloud native, with acute understanding of Agile & DevOps models and methodologies for operational environments
- Excellent oral and written communication skills with an ability to articulate technical information to non-technical people.
- Experience in developing Web applications
- Experience with Contact Centre applications such as Omni channel, Workforce management, Outbound Dialler, Analytics and Reporting
- Experience in both small- and large-scale real-time architecture design
- Experience managing VPC and Networking in the AWS cloud platform.
- Experience working in product development teams working with custom or package solutions
- Experience with standard and emerging database technologies (eg. Oracle, SQLServer, Aurora and Redshift, RDS)
- Documentation skills including technical architecture diagrams and knowledge management articles.
- Capable and confident presenter and facilitator of workshops with an ability to harness collaboration across internal and external parties.
- Undergraduate degree in IT, Computer Science, Engineering, or other relevant area
- Postgraduate or 'higher' degree in a relevant discipline (desirable)
- AWS certifications highly regarded.
Amazon Connect Architect - Singapore - Cognizant Technology Solutions
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