Must Have Technical/Functional Skills
Required Skills
- Deep expertise in Amazon Connect Architecture and Solution Design.
- Strong knowledge of AWS services including Lambda, API Gateway, DynamoDB, S3, CloudWatch, EventBridge, and IAM.
- Experience with IVR design, intelligent routing, CTI integrations, and omnichannel contact center solutions.
- Knowledge of REST APIs, microservices, event-driven architectures, and cloud-native application design.
- Experience integrating Amazon Connect with CRM platforms such as Salesforce, ServiceNow, or similar systems.
- Strong understanding of security, authentication, compliance, and enterprise architecture principles.
Preferred Qualifications
- Experience with Amazon Lex, AWS Bedrock, Conversational AI, Voice Bots, and Contact Center Analytics.
- Banking, Financial Services, or large-scale customer service transformation experience.
- AWS Solutions Architect and/or Amazon Connect certifications preferred.
- Experience leading cloud migration and modernization initiatives.
Roles & Responsibilities
- Architect and design enterprise-grade Amazon Connect solutions for voice, chat, IVR, and omnichannel customer engagement.
- Define contact center modernization and cloud migration strategies.
- Design integrations with CRM, customer data platforms, workforce management, and enterprise applications.
- Develop architecture for conversational AI, virtual assistants, voice bots, and self-service solutions.
- Establish security, compliance, resiliency, and operational standards for contact center platforms.
- Provide technical leadership, solution governance, and architecture oversight throughout project delivery.
- Collaborate with business stakeholders, product owners, development teams, and vendors to align solutions with business objectives.
TCS Employee Benefits Summary:
Discretionary Annual Incentive.
Comprehensive Medical Coverage: Medical & Health, Dental & Vision, Disability Planning & Insurance, Pet Insurance Plans.
Family Support: Maternal & Parental Leaves.
Insurance Options: Auto & Home Insurance, Identity Theft Protection.
Convenience & Professional Growth: Commuter Benefits & Certification & Training Reimbursement.
Time Off: Vacation, Time Off, Sick Leave & Holidays.
Legal & Financial Assistance: Legal Assistance, 401K Plan, Performance Bonus, College Fund, Student Loan Refinancing.
Salary Range: $150,000 - $197,000 a year