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Amazon Connect

Percient, Inc.

Plano, TX

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JOB DETAILS
SALARY
$50–$80 Per Hour
JOB TYPE
Full-time, Employee
SKILLS
Amazon Web Services (AWS), Analysis Skills, Architectural Services, Audiovisual, Best Practices, Call Centers, Call Routing, Customer Relationship Management (CRM), Identify Issues, Interoperability Testing, Maintain Compliance, Metrics, Operational Improvement, Performance Tuning/Optimization, Problem Solving Skills, Python Programming/Scripting Language, Quality Assurance, Regulations, Reporting Dashboards, SIP (Session Initiation Protocol), ServiceNow, Technical Writing, VoIP (Voice over IP), Voice Response Systems
LOCATION
Plano, TX
POSTED
28 days ago
Job Title: Amazon Connect Voice Architect
Location: Plano, TX
 
 

Job Description: 

 
  • Design and implement scalable contact center solutions using Amazon Connect and AWS services.
  • Configure, deploy, and troubleshoot Amazon Connect, SIP, and VOIP systems.
  • Develop and optimize contact flows, IVR, and call routing strategies.
  • Integrate Amazon Connect with AWS services and automate workflows using Python .
  • Build and maintain real-time audio/video solutions with WebRTC for web.
  • Manage SIP trunking, DID, and Toll-Free Numbers; coordinate with telecom providers.
  • Ensure security and compliance with AWS best practices and regulatory standards.
  • Conduct interoperability testing, quality assurance, and performance optimization.
  • Integrate contact center platforms with ServiceNow CRM for seamless workflow.
  • Troubleshoot and resolve issues in contact flows, agent connectivity, and integrations.
  • Monitor and analyze metrics, reports, and dashboards to improve operations.
  • Create technical documentation and architectural diagrams.
  • Train and support stakeholders on system usage and best practices.
  • Collaborate with IT, operations, and business teams to deliver effective solutions.
 

About the Company

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Percient, Inc.