Solution Architect – Contact Center, Amazon - College Station, United States - Cognizant United States, Cognizant Technology Solutions

Description

*** Cognizant will not sponsor H-1b or other U.S. work authorization for this role ***

As a successful candidate, you will serve as a Solution Architect for contact center deployments for various Cognizant clients. You will focus on the high-growth Amazon (AWS) Connect platform

Responsibilities

You will conduct cloud contact center road map sessions with business leadership, vendor architecture and sales support. You will lead software evaluations for cloud migrations for customer service channels.

In addition, you will:

Set up pilots and POC for solution evaluations and further migration to production solutions

Manage and lead technology mergers as a result of organizational acquisitions

Provide technology architecture for migration from on premise to cloud and lead several contact center technology projects from design and technology perspective

Build both learning documents and standard methodologies on AWS cloud solutions

Use agile methodologies (SAFe), including waterfall. Optimize solutions and improve processes for current organization

Suggest solutions such as call back, hybrid EWT. Lead operational automation management and monitoring

Lead major technology transformations in contact center and artificial intelligence technologies. Analyze, lead and execute changes for MIPS reduction

Lead efforts to achieve platform stability, resiliency and high availability. Provide cost savings though infrastructure and server consolidation

Qualifications

10+ years of IT experience in customer service technologies including Contact center cloud based products, solution design and implementation

Experience with Amazon Connect, Contact Flow Design, Lambda Integration Lex Integration and Call Center Routing

Experience with team management, enterprise architecture and technical leadership

Must have handled at least one cloud migration projects in AWS environment and should have worked in on-premise contact center solutions. project and with sizable team

Genesys/Cisco/Avaya/Twilio/ contact center products knowledge and whole contact center domain knowledge

Excellent analytical and communication (oral & written) skills

Highly self-motivated, quick learner, great teammate, challenge seeker

Good leadership and project execution skills, happy to mentor and share knowledge

Preferred Qualifications

Six sigma yellow belt trained, green belt project in progress, cloud certified is helpful. Banking, Insurance and Education/e-Learning domain experience is helpful

Experience with Salesforce/Any CRM integration, Java, Python, Linux, MySQL, Siebel CRM and Kibana