Responsibilities

·       Strong expertise in integration technologies, including API management, message queues, and middleware. 

·       Knowledge of best practices for securing APIs, including authentication, authorization, and encryption, to ensure the integrity and confidentiality of data during integration processes. 

·       Experience with cloud-based integration platforms and services (e.g., MuleSoft, Dell Boomi, Apache Camel). 

·       Knowledge of enterprise architecture principles and best practices. 

·       Expertise in implementing robust monitoring and logging mechanisms to track the health and performance of integration solutions, enabling proactive issue identification and resolution. 

·       Familiarity with version control systems for managing changes to integration components, ensuring traceability and reproducibility. 

·       Proven ability to identify and address performance bottlenecks in integration solutions, optimizing data throughput and minimizing latency. 

·       Proven experience in integrating different social media channels, Voice, emails and SMS into the application. 

·       Proven experience in CTI based integrations with telephony systems. 

·       Configure and maintain end to end contact centre using Amazon Connect and AWS services. 

·       Help design and develop features that are not off-the-shelf available with Amazon Connect and required by clients, like customized agent desktop, predictive, personalized experience. 

·       Configure host integrations for IVR and agent desktop. 

·       Keep up to date with the latest features launched for Amazon Connect and AWS CCI. Test the new features and keep them ready for demo. 

·       Help in creating a prototype for new features required with Amazon Connect for industry requirements. 

·       Build custom demos for industry and vertical requirements. 

·       Training and upskilling the support team. 

·       Review existing clients AWS account and guide optimization of contact centre and AWS billing. 

·       AWS solution architect/sys ops certification 

·       Mandatory Amazon Connect Migration experience with minimum of 3 migrations. 

·       Amazon Connect implementation experience of 3 implementations. 

·       Contact Flow /IVR tree, Amazon Connect service quota optimization. 

·       Experience using Customer Profile, Tasks, Wisdom and Contact Lens for business scenario.