CCM Architect

Job Role CCM Architect

Location Spokane, WA (Preference is Willing to relocate to Spokane, WA / Okay with remote candidate too)

Contract

Bill Rate - $75/hr

Client - Avista

Must have Skills : Contact Center Management, Technical leadership (Expert), Amazon Connect, Workforce Management

Good To Have Skills : AWS Lambda,

Job Description :

Strong hands-on experience with Amazon Connect architecture, configuration, Contact Flows, routing, queues, agent management, and integrations.

Strong experience with AWS services supporting Amazon Connect, particularly Lambda, API Gateway, CloudWatch, S3, DynamoDB, and EventBridge.

Strong understanding of Contact Center operations, processes, workflows, KPIs, and CCaaS technologies.

Experience with Workforce Management (WFM), scheduling, and forecasting solutions, including evaluation, implementation, and integration.

Experience designing and implementing Contact Center reporting, dashboards, KPIs, analytics, and operational reporting solutions.

Understanding of Contact Center Quality Management/QA, including call recording, quality monitoring, evaluations, scorecards, and agent performance processes.

Ability to evaluate existing Contact Center capabilities and new Amazon Connect/AWS functionality to identify opportunities for replacement, consolidation, and modernization. Experience in solution architecture, requirements analysis, API/enterprise integration, and designing target-state Contact Center solutions.

Experience providing technical leadership, design guidance, code/solution reviews, deployment support, troubleshooting, root-cause analysis, and production issue resolution.

Experience with Contact Center migration, transformation, and modernization, including replacing legacy Contact Center capabilities with Amazon Connect or other CCaaS solutions and guiding engineering teams through implementation